Amazon is seeking a communication training specialist for its Customer Service department. The responsibilities will include design and content development for training and training delivery. Grooming associates via training or individual effective sessions. Training support will span over new hire associates and seasoned associates and team leads in the organization. The candidate will deliver results alongside a team of process and communication trainers. This role will be based out of Amazon Hyderabad facility.

Below are some of the expectations and responsibilities associated with this role.

Roles & responsibilities:

• The Language Trainer shall, in consultation with the site leadership, design and implement communication skills modules for the new hires & production teams.

• She/he will look into the timely recognition of communication issues at the site and actively work in changing the behavior or adding skill.

• Create a timely TNI for all the skills and design and deliver appropriate content for these trainings

• Support hiring of associates and internal trainers. Extend support to certify trainers on a periodic basis. 

• Develop new trainers hired in the organization

• Identify a regular monitoring process to check the effectiveness of the implementation (in context with customer service attitude, grammar, language correction, pronunciations, response modification, personalization etc.)

• Conduct audits to regularly score associates on the language content of contacts and develop a suitable language proficiency scale and testing mechanism

• Work with associates and team leads in identifying development opportunities in communication / soft skill and presentation skills, giving attention to the agents who need more focus.

• Develop content & train CSAs and team leaders on V&A 

• Partner with L&D to driving initiatives in the organization.

• Basic Qualifications 

• Graduate in any stream

• Language Training experience (Written & Spoken)

• Preferred Qualifications 

1)The ideal candidate must be a graduate with English as Primary Language (aggregate score during graduation needs to be 85% and above)

2) Masters in teaching English as a language, though not necessary would be preferred

3) T3 Certified on any soft skill process

4) Experience of 2-3 years in the similar industry with required exposure

5) Has worked in and developed language training and communication training modules

6)Experience in handling international clientele

Graduate in any stream and Language Training experience (Written & Spoken)