Communication coach

Job Description

About Client

• A leading Mortgage Company

Job Description:

• Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.
• Preparing and implementing quality assurance policies and procedures
• Performing routine inspections and quality tests
• Review Customer Surveys and identify improvement opportunities.
• Train and provide feedback to existing staff on improvising positive customer experience and communication skills.
• Should be Proficient with the process and could be called upon to assist with training new hires, mentoring, drive teams towards target attainment, prepare Quality control modules etc.,
• At times can be given the responsibility of an entire queue, work allocation, EOD reports, maintaining key details around IT downtime, interaction with IT teams for ID creation / Reset.

Skills:

• Voice & Accent coach / Communication Coach.
• Should be good in communication.
• Have hands-on experience working in call center quality assurance or related roles.
• Knowledge and experience tracking key customer service QA metric.
• Have report writing, data visualization, and presentation skills.
• Proven work experience as a Quality Assurance Specialist or similar role
• Working knowledge of tools, methods and concepts of quality assurance
• Solid knowledge of relevant regulatory standards
• Good communication skills, both verbal and written
• Strong attention to detail

Exp: 2 to 4 Years

Location: Bangalore

Working hours: Night Shift

Work Mode: work from office only