Service Desk Trainer/Coach l QC

Role Responsibilities:Some of the key responsibilities this role is accountable for1. Voice audits & feedback2. Voice audit process documentation as per business requirements3. New hire training for new engineers. documentation should be available on Attendance and assessment scores4. Refresher training for every engineer.5. Email / Chat audits based on business requirements.6. Work with service desk competency tower and implement best practices7. Work with Delivery team and identify voice training needs8. Training scheduling as per business requirements, training plan review and approval.9. Continuous improvement in Voice competency at account level10. Develop voice skills of engineers to meet customer requirements in 6 months from date of joining11. Ensure engineers attendance for trainings as planned unless there is a crisis impacting contractual deliverables12. Define / Revise weekly and daily report formats as per business requirements13. Publish daily, weekly, monthly & quarterly reports14. Ensure availability candidates for walk-in interviews15. Complete voice screening of candidates in 24 hours during weekdays unless candidates list is more than 10 profiles16. New hires training on voice and soft skills17. Provide Timelines for CSAT scores achievement and sustenance18. Improve & sustain CSAT scores on voice competency as per targets & timelines agreed with delivery19. Weekly reviews with delivery team, Monthly & Quarterly reviews with delivery and customer20. Participate in DSAT RCA review calls if the DSAT is due to voice competency issueEducational Qualification:1. College Diploma / Degree or higher qualification in any disciplineExperience Requirements:1. 5-9 years of Total experience2. At least 4 years’ experience as voice coach3. Excellent command over spoken and written English4. Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English5. Must have a zeal and passion for training & excellent interpersonal skills6. Exposure in an international corporate environment is a must7. Ability to perform in adverse situations8. Should be well versed in handling computers esp. Word, Excel and Power Point9. Willing to work in shifts in 24X7 environment