Instructor Analyst

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. 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  Qualifications:Job Qualifications •    Open to college graduate and undergraduates with at least two years of related experience in training•    Knowledge of V& A fundamentals, Culture, Customer to deliver short burst modules •    Excellent communication skills – oral and written•    Presentation skills•    Coaching skills•    Computer / MS Office skills•    Trend analysis and reporting•    People Management skills•    Critical problem solving and issue resolution•    People Development – Feedback & Coaching