1.Email Audits on a daily basis for the entire process along with video and audio call audits 2.Training new joiners on verbal and written communication skills, soft skills and culture. 3.Conduct refresher training programs on key areas identified as per email audits and identify further training programs on verbal and written communication skills. 4.Maintaining liaison with the stakeholders and share weekly and monthly reports. 5.Training new joiners on verbal and written communication skills and cross culture. 6.Training on soft skills (Listening skills, Time management, Emotional Intelligence etc.) 7.Maintaining and preparation of reports on communication skills and review with the training team and stakeholders on a weekly basis. 8.Content development on communication and soft skills for existing content and new content for the repository on eLearning courses and continuous replenishment of the portal, for use by employees to upskill and enhance their growth and development within the organization 9.Responsible for the periodic updating of the e learning portal (LMS)and further replenishment with new content and follow up on assessments undertaken by employees and publish scores and reports. 10.Entrusted to drive initiatives for upskilling employees on communication (written and verbal) 11.Content development and creating training modules and training specifically through ADDIE and BLOOMS Taxonomy

1.Conduct extensive Voice and accent sessions, Quality and Soft skills for new joiners and existing employees 2.Conduct Induction and Orientation Program for New joiners. 3.Explain the parameters as per the audit sheet and the entire quality process. 4.Interview candidates and assess their communication skills and eventually deduce if deemed fit for the next round. 5.Conduct Refresher training sessions as per ‘communication defects’ every week. Maintain and share weekly and monthly reports with the Stakeholders and analyze the variation for trainees and conduct trainings as deemed fit. 6.Audit calls as per Ra’s allocated. Provide feedback and coaching as per the calls audited and provide complete floor support (communication and process too). Maintain complete quality reports and also Quality dashboard on a bi monthly basis. 7.Prepare transcripts on in depth interviews AND Content development (on all aspects of Communication, Customer Service, Call handing and Etiquette etc) 8.Training conducted through Training need Identification and thereafter Training needs Analysis (bridging the gap) and usage of ADDIE, Bloom’s Taxonomy and Kirkpatrick level of Evaluation 9.Voice over for respondents in different industries (USA, UK and Europe, APAC) in different projects 10.Actively involved in recruitment (campus drives) e.g. Bharati Vidyapeeth, Amity Business School and MIT

1.Provide extensive Voice and Accent Training Sessions for new hires as per aligned process. 2.Voice and Accent Analysis for Recruitment (Human Resources). 3.Provide call monitoring of Agents on the floor, at times though voice coaches 4.Worked extensively on Voice and Accent and American Culture as per process needs e.g., AAA as one of the clients 5.Process which dealt with towing services as well as insurance. Also trained hires for Back office just for American Culture as per client needs. 6.Also was trained on a British Process called British Gas, not for voice and accent however to provide an outline 7.On the process just for 2 days which eventually were taken over by their Process Trainers thereafter. 8.Training imparted as mentioned above on areas of expertise, however soft skills were never required as per company and client needs