Voice & Accent Training Analyst for CX Quality

ExlService Holdings, Inc.; Hinoba-an; On-site; PHP 250,000 - 420,000; Full time

Job summary

ExlService Holdings, Inc. seeks a Classroom Management/Modules/Up-training specialist to lead coaching and learning initiatives aimed at enhancing customer experience. You will monitor agent behaviors, conduct one-on-one coaching, and develop materials to uplift soft skills for effective call handling.

The role emphasizes data-driven measurement of program effectiveness, confidentiality, and strict adherence to policies while promoting a positive team environment.

Qualifications

• Monitor calls to identify coaching needs on soft skills for call handling and CX.
• Conduct one-on-one coaching with agents to develop ideal customer experience behaviors.
• Conduct learning sessions on customer experience for agents and support.
• Develop materials and conduct Foundation Skills Training (FST) when needed.
• Assist CE AM/CE LAM with learning sessions for support.
• Gather, measure and analyze data to gauge the CE projects' effectiveness.

Responsibilities

• Monitor agent performance and coach for improved CX.
• Lead one-on-one coaching sessions for call handling skills.
• Develop and update training materials and curricula.
• Conduct group learning sessions for customer experience topics.
• Ensure compliance with confidentiality and company policies.
• Foster a positive work environment and recognize contributions.

Skills

Coaching

Training delivery

Learning & development

Job description

ExlService Holdings, Inc. seeks a Classroom Management/Modules/Up-training specialist to lead coaching and learning initiatives aimed at enhancing customer experience. You will monitor agent behaviors, conduct one-on-one coaching, and develop materials to uplift soft skills for effective call handling.

The role emphasizes data-driven measurement of program effectiveness, confidentiality, and strict adherence to policies while promoting a positive team environment.