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    Communication coach - Bengaluru, India - Saaki Argus & Averil Consulting

    Saaki Argus & Averil Consulting
    Saaki Argus & Averil Consulting Bengaluru, India

    1 week ago

    Default job background
    Description

    About Client

    • A leading Mortgage Company

    Job Description:

    • Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.
    • Preparing and implementing quality assurance policies and procedures
    • Performing routine inspections and quality tests
    • Review Customer Surveys and identify improvement opportunities.
    • Train and provide feedback to existing staff on improvising positive customer experience and communication skills.
    • Should be Proficient with the process and could be called upon to assist with training new hires, mentoring, drive teams towards target attainment, prepare Quality control modules etc.,
    • At times can be given the responsibility of an entire queue, work allocation, EOD reports, maintaining key details around IT downtime, interaction with IT teams for ID creation / Reset.

    Skills:

    • Voice & Accent coach / Communication Coach.
    • Should be good in communication.
    • Have hands-on experience working in call center quality assurance or related roles.
    • Knowledge and experience tracking key customer service QA metric.
    • Have report writing, data visualization, and presentation skills.
    • Proven work experience as a Quality Assurance Specialist or similar role
    • Working knowledge of tools, methods and concepts of quality assurance
    • Solid knowledge of relevant regulatory standards
    • Good communication skills, both verbal and written
    • Strong attention to detail

    Exp: 2 to 4 Years

    Location: Bangalore

    Working hours: Night Shift

    Work Mode: work from office only

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