Job Title

- Train a team of associates and impart knowledge that impact soft skills, voice and accent, language or behaviors defined by client. - Conduct refresher and update training on Communication, Soft skills, Grammar, Syllable Stress, Voice intonation. - Ongoing monitoring of associates performance and tracking deviations. - Help in achieving continuous improvements by running refreshers that are specifically curated to meet the KPI's - Regularly assess training needs to fill gaps in performance. - Conduct periodic meetings & huddles with the team to gauge and improve performance. - Track and ensure improvement of lower performing associates. - Facilitating internal audits on communications and soft skills. - Successfully conduct TNI and TNA on a monthly basis and plug back loopholes in training. - Conduct refresher sessions with NH agents to keep them posted about Soft skills and Accent Neutralization. - Publish dashboard on weekly basis with numbers of monitoring and coaching sessions conducted and RCA. - Train new hire batches, on communication, soft skills and cultural aspects.