Voice and Accent Training Specialist

6 days ago

Pasig, Philippines WNS Full time
Voice and Accent Training Specialist (Communications Training)

WNS Pasig, National Capital Region, Philippines

Responsibilities
  • Drive Voice and Accent (V&A) and floor support training teams for on-time and quality delivery
  • Impart training on soft skills, voice and accent communication to new hires to enable them to perform their jobs effectively and efficiently
  • Drive and improve spoken and written English communication across voice, chat, email, and floor support; conduct TNI and TNA to program modules as per process needs
  • Lead New Hire Training on spoken and written communication, customer service, and cultural alignment for pre-process batches; conduct TNA through NPS and CSAT
  • Perform quality analysis and TNI through floor interventions; manage NPS via agent skill mapping and development
  • Lead frontend skill management initiatives including coaching and training; manage SLA for all floor training initiatives; ensure on-time reporting of NPS
  • Prepare site-related management reports (weekly, monthly, etc.)
  • Ensure optimum utilization of training resources within the site
  • Liaise with Operations to ensure adequate and effective training support
  • Analyze internal and external customer requirements through data analysis and use training as a tool to resolve issues; report accurate statistics
  • Consistently achieve or exceed quality training targets; conform to company and client security requirements
Qualifications and Requirements
  • Amenable to work 100% onsite at WNS Bridgetowne Site
  • Open to shifting schedule
  • At least 1 year of experience in Voice and Accent training
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service and Training
Industries
  • Outsourcing/Offshoring
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