Voice and Accent Training Specialist (Travel Account)

Hammerjack Pty Ltd; Philippines; On-site; PHP 268,000 - 357,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a qualified trainer for a 100% onsite role at the WNS Bridgetowne Site in the Philippines. The ideal candidate has at least 1 year of Voice and Accent training experience and is open to shifting schedules, with prior exposure to travel accounts.

You will lead and support V&A and floor training teams, deliver soft-skill English training for new hires, and collaborate with operations to ensure timely, high-quality training delivery and measurable CSAT/NPS outcomes.

Qualifications

• Must have at least one year of experience in Voice and Accent training.
• Must be amenable to on-site work at WNS Bridgetowne Site.
• Must be open to shifting schedule.
• Must have previous experience in a travel account.

Responsibilities

• 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

Skills

Voice and Accent training

English communication

Job description

Qualifications:

• 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