Voice and Accent Training Specialist (Travel Account)

WNS; Pasig; On-site; PHP 300,000 - 500,000; Full time

Job summary

WNS Philippines is seeking a Training Specialist focused on Voice and Accent to deliver on-site programs at the Bridgetowne site in Pasig. You will lead V&A and floor support training, shaping new hires into proficient communicators for a travel account.

Expect shifting schedules and a dynamic, target-driven environment. Role requires at least 1 year of V&A training experience, and strong ability to coach soft skills, spoken/written English, and customer service protocols.

Qualifications

• At least 1 year of experience in Voice and Accent training.

Responsibilities

• Drive V and A and floor support training teams for on time and quality delivery.
• Impart training on soft skill voice and accent communication to new hires to enable effective performance.
• Drive and improve Spoken and Written English across voice, chat, email, and floor support; conduct TNI/TNA and program modules as per process needs.
• Quality analysis: conduct TNI through floor interventions; manage NPS; map and develop agent skills; oversee frontend training initiatives and SLAs; report NPS.
• Prepare site-related management reports (WBR/MBR) and ensure optimal use of training resources.
• Coordinate with Operations to provide adequate and effective training support.
• Analyze internal/external customer requirements via data analysis and use training to resolve issues; report accurate statistics.
• Strive to meet or exceed training quality targets and comply with security requirements.

Skills

Voice and Accent Training

Job description

• Must be amenable to work 100% onsite in WNS Bridgetowne Site.
• Must be open to shifting schedule
• Must have at least one (1) year of experience in Voice and Accent training
• Must have previous experience in a travel account

Job Description:

• Drive V and A and floor support training teams for on time and quality delivery
• To impart training on soft skill voice and accent communication skills to the new hire and enable them to perform their job effectively and efficiently
• Drive and improve Spoken and Written English Communication voice Chat Email and Floor Support for on time and quality delivery Conduct TNI and TNA to program the modules as per the process needs New Hire Training on Spoken and Written Communication Customer Service and Cultural Alignment for Pre Process batches Conduct TNA through NPS CSAT
• Quality analysis conduct TNI through floor interventions NPS management through Agent Skill Mapping and development Frontend skill management initiatives including coaching and training SLA Management for all Floor Training Initiatives on Time Reporting of NPS
• Management Drives prepare site related management reports WBR MBR etc
• Ensure optimum utilization of training resources within the site
• Liaise with Operation to ensure there is adequate and effective training support provided
• Analyses, identify internal external customer requirements through data analysis, and use training as a tool to resolve issues Report accurate statistics
• Consistently achieve or exceed quality training and targets Conform to company and client security requirements