Voice Coach

Job Description - Main responsibilities include :

· Identifying training needs of NHT and existing employees

· Scheduling and conducting Language & Skills training programs

· Designing Pre NHT training session for new hires on Language & Skills training

· Designing training programs for Up-skilling the staff on Behavioral skills

· Conducting periodic TNA to develop new training programs or modify and improve existing programs

· Ensuring accuracy and effectiveness of training and real world application of training

· Supporting OJT period by observing, measuring, and monitoring learners as needed

· Developing non-classroom communication and training materials

· Monitoring calls/chats/Offers on Communication and Soft Skills

· Providing continuous Coaching & Feedback to enhance agent performance

· Tracking individual performance during and after the training

· Conducting refresher sessions on a need basic.