Voice & Accent Coach – International Voice Process

Designation : Voice & Accent Coach ( International Voice Process )

Job Location : Allianz Service , Pune

Experience : 4 to 8 years

Desired Candidate profile:

• Good communication skills with neutral accent
• Excellent verbal and written skills in English Language
• Familiarity with various accents of English
• Knowledge of phonetics, speech sounds, grammar concepts and usage
• Language accuracy and exceptional listening skills: Eye for detail
• Good grasp of customer experience skills and an understanding of Adult learning
• Strong analytical skills and proficiency with Microsoft Excel
• Excellent presentation skills
• The passion to coach and assist agents and an understanding of Adult learning
• Experience in training and understanding of coaching strategies

Roles and Responsibilities:

Roles and Responsibilities:

• Audit calls and coach the agents on customer centricity, grammatical accuracy and enunciation
• Actively contribute to the learning curve of the agents by giving continuous feedback
• Compile daily, weekly, and monthly reports of the audits and send them to the operational management
• Take ownership and assess the communication factors that contribute to Customer satisfaction score
• Identify and come up with a coaching plan for individuals aligned to the business needs
• Ability to identify training needs and liaise with the training teams (internal and external) to develop customised training programs
• Conduct floor refreshers
• Responsible to escalate and flag poor performance and attitude towards customers

Disclaimer : At Allianz, we believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We, the Allianz Services India family, welcome all applications from all regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life