Oracle
Credit & Collections Analyst 3-Fin
Job Description
- Training Delivery:
- Conduct voice and accent training sessions for new hires and existing employees.
- Facilitate workshops on pronunciation, articulation, pitch control, and intonation.
- Provide training on cross-cultural communication and international customer handling skills.
- Monitor and assess trainees' progress and provide feedback for improvement.
- Curriculum Development:
- Collaborate with Oracle training development team to design and update training modules, adapting them to current global communication standards.
- Customize training programs based on client specifications, focusing on linguistic needs (American, British, Australian accents, etc.).
- Stay updated with the latest industry trends, tools, and training methodologies on communication and accent.
- Coaching & Mentorship:
- Provide one-on-one coaching to team members for voice and accent correction.
- Organize and conduct refresher courses for tenured agents to maintain quality standards on voice and accent
- Performance Management:
- Conduct voice assessments (pre- and post-training) to evaluate communication skills.
- Collaborate with Quality Assurance (QA) teams to ensure call quality aligns with company standards.
Career Level - IC3
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