Technical Trainer/Coach for Service Desk Program l QC
Jobs and Careers at Wipro Philippines Inc.

Technical Trainer/Coach for Service Desk Program l QC

Wipro Philippines Inc.
Local
1 month ago
Local
Jobs and Careers at Wipro Philippines Inc.
Wipro Philippines Inc. is hiring a
Posted 1 month ago
Apply before October 12, 2022

Job Description

Role Responsibilities:

Some of the key responsibilities this role is accountable for

1. Voice audits & feedback

2. Voice audit process documentation as per business requirements

3. New hire training for new engineers. Documentation should be available on Attendance and assessment scores

4. Refresher training for every engineer.

5. Email / Chat audits based on business requirements.

6. Work with service desk competency tower and implement best practices

7. Work with Delivery team and identify voice training needs

8. Training scheduling as per business requirements, training plan review and approval.

9. Continuous improvement in Voice competency at account level

10. Develop voice skills of engineers to meet customer requirements in 6 months from date of joining

11. Ensure engineers attendance for trainings as planned unless there is a crisis impacting contractual deliverables

12. Define / Revise weekly and daily report formats as per business requirements

13. Publish daily, weekly, monthly & quarterly reports

14. Ensure availability candidates for walk-in interviews

15. Complete voice screening of candidates in 24 hours during weekdays unless candidates list is more than 10 profiles

16. New hires training on voice and soft skills

17. Provide Timelines for CSAT scores achievement and sustenance

18. Improve & sustain CSAT scores on voice competency as per targets & timelines agreed with delivery

19. Weekly reviews with delivery team, Monthly & Quarterly reviews with delivery and customer

20. Participate in DSAT RCA review calls if the DSAT is due to voice competency issue

Educational Qualification:

1. Diploma / Degree or higher qualification in any discipline

Experience Requirements:

1. 5-9 years of Total experience

2. At least 4 years’ experience as voice coach

3. Excellent command over spoken and written English

4. Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English

5. Must have a zeal and passion for training & excellent interpersonal skills

6. Exposure in an international corporate environment is a must

7. Ability to perform in adverse situations

8. Should be well versed in handling computers esp. Word, Excel and Power Point

9. Willing to work in shifts in 24X7 environment

Specialization:
Training & Dev.

How do you apply?

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Jobs and Careers at Wipro Philippines Inc.
Wipro Philippines Inc.

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