The Language Coach is responsible for evaluating offshore agents to ensure adherence to communication and language acceptability standards.
This individual is also responsible for providing coaching / feedback to offshore agents in order to develop their communication skills.
Principal Duties and Responsibilities :
Monitor calls on Communication, Soft Skills, Process & Compliance Parameters.
Participate in calibration sessions with Quality / Communication Leadership staff, Care Operations management to ensure consistent scoring and feedback delivery approach.
Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.
Analyze the Coaching / Training needs of the agents & support them in delivery.
Conduct Compliance, Communication & Process Awareness sessions for new hires.
Participate in Internal Language acceptability audits and recommend changes.
Provide feedback through call monitoring system and in-person to assist Team Leader in development of front-line employees
Plan & run campaigns to drive Awareness / Improvements on CSAT / NPS, Compliance, Communication & Process.
Creating Call Handling Framework and scriptings as needed by call types in our Voice Support.
Skill Set Requirement :
Customer Service Attitude.
CE / Process / Compliance Knowledge & Orientation.
Conflict resolution skills.
Some basic understanding of Audit & Coaching process.
Technical knowledge of English communication - intonation, syllable, punctuation etc.
Presentation, Feedback & Coaching skills.
Analytical bend of mind.
Receptiveness to change.