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Full Time
Job Title: Coach / SME Frontier Process
Location: Gurgaon Positions Available: 4 Male/Female Night Shifts Role Overview Were looking for 4 professionals to join the Frontier team as Coaches/SMEs. The primary KRA will be to listen to calls and give meaningful, constructive feedback to help agents improve. This role is open to current oor coaches, quality executives, and trainers who understand what great customer interactions look like. If theyve worked with American clients and are familiar with their geography and lingo, thats a big plus. This is a night shift role, so exibility and commitment are key. Key Responsibilities Listen to live and recorded calls and share actionable feedback with agents. Collaborate with TLs and QA teams to identify coaching needs and performance gaps. ¢ Help agents improve their communication, process adherence, and customer handling. ¢ ¢ Participate in quality huddles, calibration sessions, and performance reviews. Support process updates and share best practices with the team. Who Should Apply ¢ ¢ ¢ ¢ ¢ Floor coaches, quality executives, and trainers currently working in similar roles. Professionals with 24 years of experience in coaching, QA, or SME roles. Strong communicators who can give clear, helpful feedback. Familiarity with American clients, their geography, and terminology is a bonus. Comfortable working night shifts and committed to team success.
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