Hiresquad Resources is looking for dynamic VNA (Voice & Accent) Trainers , also known as Soft Skills or Communication Trainers, for a leading International BPO in Pune and Vadodara. If you have exceptional communication skills, a passion for developing talent, and are ready to drive quality in an international voice environment, we invite you to join a team focused on continuous improvement.
Role and Key Responsibilities
- Recruitment Alignment: Partner with Front Line Recruitment Teams to assess the quality of new hires, ensuring they align with operational standards.
- Quality Assurance: Conduct thorough audits of calls, emails, and chats to ensure strict adherence to quality standards and operational guidelines.
- Refresher Training: Design and deliver impactful refresher training programs in English, tailored to address specific needs and operational requirements.
- Curriculum Innovation: Innovate training materials by integrating insights from floor requirements and best practices directly into the training curriculum.
- Best Practice Implementation:
Proactively implement industry best practices and contribute to value addition across multiple locations.
- Professional Development: Attend and successfully complete the mandatory Train-The-Trainer (TTT) program.
- Customer Interaction: Interact with customers as needed to gather feedback and address any training-related queries.
- Training Needs Analysis (TNA): Conduct comprehensive TNA and provide actionable feedback to stakeholders to drive continuous improvement initiatives.
- New Hire Mentorship: Provide constructive feedback to current hires on soft skills, basic grammar, and voice modulation. Mentor and support new trainers to enhance their effectiveness and seamless integration into the training team.
- Calibration & Consistency: Participate in the calibration process for trainers, Quality Analysts, and other Voice Coaches, both within the team and with the TTBU (Training & Talent Building Unit) training team.