- Sample and evaluate language quality and communication skills using the standardized communication monitoring form.
- Provide feedback to agents and in person to assist Team Leaders in development of front-line employees.
- Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing nesting.
- Ensure that agents adhere to the certification process and guide them on it.
- Participate in calibration sessions with Quality and Communication & Culture Training leadership staff, Ops and clients.
- Attend meetings with CCT and Coaching leadership team to provide input to curriculum revisions.
- Capture common errors among agents and recommend huddle sessions for those with language opportunities.
- Achieve departmental productivity requirements (eg number of chats monitored per week on schedule, calibrations etc)
Desired skillsets
- Must be a graduate
- Minimum of 2 years of total work experience
- Strong communication skills, both written and verbal.
- Proficient in Microsoft Office and basic knowledge of excel
- Ability to multi-task, prioritize and meet timelines on deliverables
- Self-starter, sense of urgency and works well under pressure
- Strong attention to detail
- Sense of professionalism and ability to develop relationships.
Educational qualification:
