Soft Skills Trainer and Quality Checker

You will play a key role as a Soft Skills Trainer and Quality Checker to contribute to the growth of our customer service team. Your primary focus will be on enhancing interpersonal skills, communication, and professionalism among team members while ensuring consistent quality in customer interactions through performance reviews and coaching. Your responsibilities will include designing and implementing training programs that emphasize soft skills such as communication, empathy, conflict resolution, and time management. You will conduct onboarding sessions for new hires and provide refresher programs for existing agents. Developing role-plays, workshops, and e-learning modules for continuous improvement will also be part of your role. In the realm of Quality Assurance, you will be tasked with monitoring and evaluating customer interactions (calls, emails, chats) against predefined quality standards. It will be crucial for you to identify performance gaps and suggest corrective actions. Providing agents with constructive feedback through personalized coaching sessions will be essential. Collaboration with team leaders to ensure alignment of quality standards with company objectives will also be a part of your responsibilities. To excel in this role, you should hold a Bachelor's degree in a relevant field and have at least 3 years of experience in customer service, training, or quality assurance. Strong interpersonal, presentation, and coaching skills are prerequisites. Familiarity with QA tools and metrics for call/chat reviews is desired. Your excellent communication, listening, and analytical abilities will be valuable assets. Possessing a certification in training or coaching would be advantageous. In return, we offer a competitive salary and benefits package, as well as opportunities for professional growth and career development in a dynamic and collaborative work environment. Should you find this opportunity aligning with your career aspirations, kindly contact us at 9606081480. This is a full-time, permanent position with day shift and morning shift schedules available. Experience: Preference will be given to candidates with a total work experience of 1 year. Work Location: The role requires in-person presence to fulfill job responsibilities.,