Voice and Accent Trainer

Roles and Responsibilities

• Plan, Prepare and conduct NHT Training (VNA, Soft Skills, Culture and Pre-Process).
• Provide constructive feedback and coaching to trainees where required on matters related to their ability to meet learning standards and objectives.
• Gap Analysis - Identify and quantify opportunities for Communication/ Soft Skills Enhancement/Improvements based on customer services issues (Blogs/Complaints/Quality Score ).
• Provide face-to-face and written feedback to trainees and submit daily, weekly and monthly Batch Reports to Training Managers/Team.
• Identify Communication Errors and support the business with on-job training interventions for operational employees in accordance with business needs.
• Continuously Enhance & refresh own core skills by maintaining regular contact with key business stakeholders to ensure alignment of skills and training against latest business priorities.
• Designing and Implementing Dashboards and knowledge checks for Training Effectiveness.
• Post training support to trainees through call monitoring to identify, assess and document recurring issues/errors and action accordingly to achieve desired results.
• Improve managerial effectiveness, increase employee satisfaction and retention, drive organizational performance through participant engagement and accountability.
• Conduct V&A Interviews and hire candidates with appropriate skill-set.
• Responsible for other duties as assigned.

Required Skills & Qualifications

Experience in Facilitation, Coaching, Group Training Delivery and Team Management.

Extensive knowledge of Voice and Accent/ Grammar/ Culture/ Customer Service/ Soft Skills. 3. Strong Interpersonal Skills, including strong Verbal & Written Communication and excellent Listening Skills.

Bachelors degree preferred or equivalent.

Minimum 2 years of related experience.

Experience in building Training Modules, develop new Processes, Procedures or Improvements to existing Processes and Procedures.

Preferred Skills

• Language or/ and Training Certification will be preferred (e.g. CELTA, BSL, Berlitz, etc.).
• Knowledge of computer applications such as Microsoft Outlook, Word, Power Point, Excel, and Basic Windows.