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VNA Trainer / International BPO

VNA Trainer / International BPO

ConfidentialGurgaon / Gurugram, Visakhapatnam, Vadodara
30+ days ago
Job description

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 new 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.
  • Performance Reporting : Analyze and report on training batch performance, identifying areas for improvement and implementing corrective actions.
  • Monthly Training Cycles : Conduct refresher training based on TNA, ensuring all sessions are executed and closed effectively each month.
  • Training Process Management : Meet the training needs of the Business Unit based on TNA and collaborate with training teams to design and develop training processes from need identification to feedback and follow-through.

Key Skills & Knowledge

  • Communication : Exceptional verbal and written communication skills in English are a must.
  • Facilitation : Strong facilitation and presentation skills, with a proven ability to engage and motivate participants.
  • Data Proficiency : Proficient in data handling, interpretation, and management.
  • Technical Tools : Advanced knowledge of MS Office (Excel, PowerPoint) and other relevant computer applications.
  • Interpersonal Skills : Excellent people management and interpersonal skills, with a demonstrated ability to build and maintain effective relationships.
  • Organization : Strong organizational and time management skills, with the ability to handle multiple tasks and priorities effectively.

    • Interested Please call Rose at 9873538143 (or WhatsApp at 8595800635 ) or email your resume to [HIDDEN TEXT] .

    Skills Required

    Recruitment Coordination, Quality Assurance, curriculum innovation , Customer Interaction, Reporting, Process Management

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    Bpo • Gurgaon / Gurugram, Visakhapatnam, Vadodara