V&A Trainer (Golder) position in capgemini at noida location

Position:V&A Trainer (Golder)
Location: Noida

Graduate with minimum 4 years of experience in Call quality and at least 2 years experience in inbound technical support/Service Desk calling.  Willing to work 24x7, should have minumum 3 years calling experience in any inbound process
Candidates with experience in ServiceDesk and access/request Management, will be preferred
Should have experience in Voice/chat/email support channels
Candidate should be able to coach the operations analysts on soft skills and basic VnA as well
Perform analysis of query/call listening results in line with customer objectives to develop business cases.Compile analysis results and create presentations.

Skills required:

· Extensive Quality experience – Audits, Coaching & training
· Excellent Communication skills – Verbal & Non Verbal
· Presentation Skills, along with reporting knowledge in MS-Excel
· Trend analysis and reporting
· Ability to multi-task
· Adaptability

Key Responsibility Areas:

Support Delivery in meeting Soft Skills and call quality/compliance related deliverables
First point of contact for communication and soft skills escalation
To do the initial trainings and base lining for every new member of the team
Ensuring that every team member is ready for the process in terms communication & call handling skills
To provide continuous training, coaching and mentoring to all team members
To monitor calls/chats/emails regularly and provide feedback to all agents
Report generation and CSAT analysis
Monthly or Weekly Engagement reviews and close loop on action items
Service/Continual Improvement Plans - SIP/CIP's to be run within projects for Project improvement

Contact: jobsrevathy@gmail.com