Senior Credit & Collections Analyst

• 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