Instructor Analyst

Job Description

• The Voice Coach carries out regular monitoring/coaching of the agents on the floor. In addition, this position creates a need for effective relationship partnering with Operations.  This position also promotes a team-oriented environment through people development, strong leadership, remedial training.
• Train, assess and implement activities to effect improvement in customer service skills, accent neutralization and grammar.
• Assessing relevant training needs for individuals.
• Creating and implementing training modules as needed by the client and rolling out the same to the agents undergoing training and agents on floor as well.
• Conduct training for new hires and recurrent training for employees on customer service, grammar and accent neutralization