Monitor and evaluate language quality using a standard internally built Communication Evaluation Form
Utilize the data gathered from communications audits in exploring improvement opportunities and present findings and recommended solutions to the stakeholders
Implement targeted Communication Skills development program monitor and present results based on the agreed SLA in the Project Charter
Continuously monitor coach and provide realtimeassistance on the agent/agents assigned for Communication and
Soft Skills improvement
Participate in calibrations employee communication sessions and/or creation of communication job aids and tools that can help in the overall quality of customer interactions
Provides accurate and timely reports on a daily monthly monthtodate and yeartodate rolling basis on language quality agent or group improvements project status and other key metrics impacted by improvement on
Communication Skills
Undertakes work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline
Perform other duties assigned by the immediate supervisor/manager.
Preferred Skills
C1C2 in Versant/7.56.5 in IELTS/880 in TOEIC/28 in TOEFL IBT Speaking/110120 in TOEFL IBT
Knowledge on operational/performance metrics impacted by Communication and Soft Skills
Exhibit a strong understanding of performance management and applied communication skills
Excellent organizational and interpersonal skills
Excellent analytical and problemsolving skills
Outstanding listening skills and the ability to process auditory information very quickly.
Ability to identify trends in data and communication patterns in call transactions
Ability to identify specific behavior patterns by listening to telephone calls or analyzing written transactions.
Proficient in MS Office (Excel Word PowerPoint)
Knowledge and understanding of Adult Learning Principle and GROW/ADDIE model
Indepth exposure and understanding of but not limited to CSAT COMMSAT and NPS
Qualifications
Proven high level of customer service delivery (must have)
Overall work experience of 12 years in BPO taking inbound calls with at least 1 years experience as a Communication
Skills Trainer Quality Analyst or Coach (must have)
At least 1 years in ESL instruction (good to have)
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