• Hands-on experience in Voice and Accent training • Train new hires and existing ones for enhancing communication skills, soft skills, phone etiquettes, customer service. • Up-skill existing employees from the floor • Actively involved in TNI & TNA to cater to business needs • Develop content for basis the learning needs of the training batch • Monitor calls on Communication, Soft Skills, and Customer Service Parameters. • Provide Coaching & Feedback to enhance agent performance. • Analyze Audit data, Compliance, Communication-related data. • Prepare & Implement action plans. • Analyze the Coaching / Training needs of the agents & support them in delivery. • Participate in calibrations to ensure consistent scoring & feedback delivery approach. • Support floor Training Initiatives: Resolution & Communication /Vitality Training/ etc. • Develop Action plans and report out the improvement process in business reviews. • Plan & run campaigns to drive Awareness/Improvements on Customer.