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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