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Performance Coaching - Analyst

1 - 4 years

1 - 4 Lacs

Hyderabad / Secunderabad, Telangana Telangana India

Posted:14 hours ago| Platform: Foundit logo

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Skills Required

Team Leadership performance coaching audit analysis Quality Improvement Stakeholder Management

Work Mode

On-site

Job Type

Full Time

Job Description

JOB SUMMARY AND RESPONSIBILITIES Lead a team of Performance Coaches, including training, delegating tasks, providing feedback and conducting performance evaluations. Oversee the execution of monthly audits completed by the Performance Coaching Team. Be an expert on policies and procedures for all lines of business you support (internal) Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results. Conduct/participate in calibration sessions to ensure consistent scoring across team members. Lead meetings with management and other stakeholders. Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements. BASIC QUALIFICATIONS Tenure of at least 12 months in current role (internal) Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores (internal) At least 12 months experience in a call monitoring leadership role (external) Ability to self-manage and motivate. Resiliency and adaptability to lead through various business changes Ability to quickly build knowledge of policies and procedures Ability to positively impact team culture and effectiveness Ability to provide coaching and feedback in a clear and constructive manner. Basic Microsoft Office skills

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Goldman Sachs
Goldman Sachs
www.goldmansachs.com

Financial Services

New York

40,500 Employees

1939 Jobs

    Key People

  • David Solomon

    Chairman and CEO

  • John Waldron

    President and Chief Operating Officer

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