On-site
Full Time
Responsibilities
Possess detailed knowledge of the Domain (V & A and Customer Service Skills)
Technical knowledge of English communication - intonation, syllable, punctuation, etc
Robust understanding of Customer Experience & Communications Audit & Coaching process.
Analyze the mentoring / training needs of the agents and support them in delivery.
Curate content to the needs of the account/team/audience
Develop Action plans and report out the improvement process in business reviews
Bilingual - Efficient in speaking, reading & writing English and Hindi
Presentation, Feedback & Coaching skills.
MS Office working knowledge
Flexibility to work in shifts as per process requirement and Analytical bend of mind.
Qualifications we seek in you!
Minimum Qualifications
Graduate non-technical
Preferred Qualifications/ Skills
Experience in working in a call center environment and training teams
Experience as a trainer in soft skill / telephone/ chat and email etiquette
Monitor calls on communication, soft skills, and process and compliance parameters
Excellent written and verbal skills
Experience of Knowledge Management in collaboration with operations, reporting to relevant stakeholders will be an added advantage
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