Associate - Business Analyst-Training-Voice and Accent

Classroom Management/Modules/Up-Training/Initiatives/Quality

• Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
• Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
• Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
• Develop materials and conduct Foundation Skills Training (FST) when needed.
• May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
• Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
• Conduct agent interviews to gauge customer service orientation and communication skills trainability.
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Conduct special induction with new hires to make them aware of the company culture and the work they need to do.

Competencies Required:

• Strong communication and organization skills
• Experience in coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to work with minimum supervision and in a continually challenging environment
• Deep understanding, appreciation and demonstration of world-class customer service
• Knowledge of MS Office – Excel, PowerPoint, Word

Eligibility Criteria: Internal and External (IJP is open to all Executives or A2)

Internal:

• Candidates must have minimum 6 months tenure in EXL and in the current role.
• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.
• Should not be on PIP during the time of application.
• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)
• Must have no issues on Attendance and Reliabilities.
• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
• Positive feedback from local leadership and their leadership teams.

External:

• At least 1 year experience in Foundation Skills or Product Training and / or Quality Experience in a BPO Setting
• At least 2 years’ experience in BPO
• At least 2nd year College Level