Language Coach
C, Bogota
hace 3 días

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.
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