Communications Quality Coach
Posted on :
14-03-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
14-03-2024
Job Description
Req ID : 2627662
Job Description:
- Monitor and evaluate language quality using a standard internally built Communication Evaluation Form
- Utilize the data gathered from communications audits in exploring improvement opportunities and present findings and recommended solutions to the stakeholders
- Implement targeted Communication Skills development program monitor and present results based on the agreed SLA in the Project Charter
- Continuously monitor coach and provide realtimeassistance on the agent/agents assigned for Communication and
- Soft Skills improvement
- Participate in calibrations employee communication sessions and/or creation of communication job aids and tools that can help in the overall quality of customer interactions
- Provides accurate and timely reports on a daily monthly monthtodate and yeartodate rolling basis on language quality agent or group improvements project status and other key metrics impacted by improvement on
- Communication Skills
- Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline
- Perform other duties assigned by the immediate supervisor/manager.
Preferred Skills
- C1C2 in Versant/7.56.5 in IELTS/880 in TOEIC/28 in TOEFL IBT Speaking/110120 in TOEFL IBT
- Knowledge on operational/performance metrics impacted by Communication and Soft Skills
- Exhibit a strong understanding of performance management and applied communication skills
- Excellent organizational and interpersonal skills
- Excellent analytical and problemsolving skills
- Outstanding listening skills and the ability to process auditory information very quickly.
- Ability to identify trends in data and communication patterns in call transactions
- Ability to identify specific behavior patterns by listening to telephone calls or analyzing written transactions.
- Proficient in MS Office (Excel Word PowerPoint)
- Knowledge and understanding of Adult Learning Principle and GROW/ADDIE model
- Indepth exposure and understanding of but not limited to CSAT COMMSAT and NPS
Qualifications
- Proven high level of customer service delivery (must have)
- Overall work experience of 12 years in BPO taking inbound calls with at least 1 years experience as a Communication
- Skills Trainer Quality Analyst or Coach (must have)
- At least 1 years in ESL instruction (good to have)
Employment Type
Full Time
Company Industry
Key Skills
- Collection And Recovery
- Journalism
- Fire Alarm
- Com Com Plus Dcom
- Administration And Secretarial
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