Senior Training Specialist

The Call Centre Process Trainer includes responsibilities like conducting new hire and refresher training on voice process, soft skills, and voice & accent; Experience in Collections or Customer Service or Escrow or Payments or Mortgage, will be preferred.Conduct Training: Deliver training sessions to new hires and existing agents, focusing on product knowledge, process adherence, soft skills (e.g., communication, empathy), and voice & accent modulation. Voice & Accent Coaching: Provide specific training on pronunciation, intonation, voice modulation, and clarity to align with organizational standards and client expectations. Floor Support & Coaching: Monitor live calls on the production floor, identify areas for improvement in communication and process, and provide real-time feedback and coaching to agents. Content Development: Create and update training materials, including presentations, modules, and job aids, to ensure they are engaging and incorporate the latest process changes. Performance Monitoring & Reporting: Assess agent performance, track progress through knowledge checks, and report on training effectiveness and individual agent development to operations teams. Training Needs Analysis (TNA): Conduct ongoing assessments to identify training gaps and develop refresher or targeted training programs to address performance issues. Calibration: Participate in internal and external calibration sessions to ensure consistency and quality in the training and coaching provided. Essential Criteria:4+ years of experience in a call center environment, with at least 2 years in Training or Quality management or Supervisory role.Deep understanding of call center KPIs and performance metrics (e.g., CSAT, AHT, FCR, NPS).Proven experience as a Process Trainer, Voice Trainer, or Voice & Accent Coach in an international voice process environment. Flexible in working schedule / Hours as per business requirement.Soft Skills: Proficiency in empathy, customer handling, and delivering constructive feedback. Training Methodology: Knowledge of adult learning principles, instructional design, and various training delivery methods, including virtual training. Strong leadership and team management skills.Excellent communication, interpersonal, and problem-solving skills.Excellent analytical and problem-solving abilities.Strong coaching, communication, and interpersonal skills.Proficiency with MS Office tools, learning management systems (LMS), and other training software.Detail-oriented, with a commitment to accuracy and process improvement.Professional Attributes:Formal Training: Possess formal training in voice, often with knowledge of common voice disorders. Creativity: Be creative in teaching methods to explain concepts and find solutions. Professional Development: Engage in continuous learning, attend workshops, and stay consistent with practice to refine techniques.