Key Responsibilities:

1. Ensure that all the Brand’s Scripts are implemented and followed across the floor.

2. Sharing consolidated agent feedback based on audits/observation on the usage of Brand’s Scrips.

3. Conduct trainings in soft skills with a focus on English Grammar and spoken English.

4. Prepare monthly training calendars and set up call calibrations and publish variance report,

5. Assessing training/refresher training effectiveness & implementation of feedback shared.

6. Be the knowledge custodian for the business through impeccable product and process knowledge.

7. Evaluating & sharing feedback on brand line effectiveness for the program.

8. Conducting Soft Skills training.

Desired Skills

1. 3-4 years of experience in Call Center background on calls and emails auditing/ analysis/ feedback/ quality scores and soft skills training and Quality Audits.

2. Should have run few improvement projects in the past around key improvement areas of the contact center.

3. Should be presentable with excellent communication skills.

4. Experience in soft skills training will be an additional advantage.

5. Should be able to share the Training Needs Identification (TNI) basis the calls/emails monitored and should be able to train agents on the improvement areas.

6. Knowledge of QC Tools and identify trends from call/email audits, publish data and findings, RCA (Root Cause Analysis),

7. Set up call calibrations and publish variance report, coaching and mentoring agents etc. 

8. Knowledge of Salesforce will be an added advantage.