Recruitment and hiring: to interview candidates on communication skills and voice quality
Creating modules for training purposes and delivering class room training
Re-audits transactions and provide feedback to the respective QAs; place a corrective plan to prevent repeat errors
Customer handling assessments taken for new hires post during new hire training
Managing new hires whilst on the production floor, delivering training modules on process and customer handling skills
Managing the bottom quartile by taking them through training refreshers and constant coaching feedback on customer experience
Training Need Analysis (TNA) of staff at regular interval
Working with the QAs on the shop floor to enhance their communication and product skills to provide better results from auditing transactions
Qualification
: Under Graduate/Graduate / Diploma in any discipline with 2 years call centre experience and 1 year as a QA Trainer
Skill sets
Required Skills:
Excellent communication (both verbal and written), English and grammar skills
Strong feedback and Coaching Skills
Ability to persuasively communicate to win support and buy-in from team and various other departments
Presentation skills; ability to communicate seamlessly
Excellent comprehension of English & Hindi Language
Strong Customer focus
People management skills: to handle behaviours during training
Desired Skills:
Leadership Skills
To communicate in at least one regional languages
Other Competencies
Keenness to learn
Demonstrates a high level of patience
Confident Speaker
Analytical Skills; ability to analyse problems and offer solutions
Exhibits integrity in all given circumstances
Shows high level of commitment
Enthusiastic and positive approach
Job Type: Full-time
Pay: ₹450,000.00 - ?500,000.00 per year
Benefits:
Health insurance
Provident Fund
Schedule:
Day shift
Work Location: In person
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