Quality Associate / Senior Associate/ Team Lead

India - Chennai
Posted 3 weeks ago

Job title: Quality Associate / Senior Associate/ Team Lead
Work Location: Chennai
Experience: 0-10 years
Qualification: Any graduate/Non-graduate with experience


Roles and Responsibilities:

  • Monitor calls and emails on communication and soft skills per sampling plans.
  • Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture, etc.
  • Provide consistent coaching and feedback to enhance employee performance.
  • Support floor training initiatives.
  • Intermittently assist in design and development of training material.
  • Provide feedback and input for training content enhancement and development.
  • Develop action plans for the bottom quartile and ensure they move up the learning curve.
  • Must work with multiple teams and processes.


Required Skills:

  • Excellent communication skills.
  • Strong understanding of the English language technical and practical applications.
  • Well-versed with soft skills.
  • Understanding of monitoring and feedback techniques.
  • Ability to audit monitored data and identify coaching/training needs.
  • Efficient at managing ones own schedule and work.
  • Must be self-motivated and able to motivate others.
  • Ability to improve the communication and soft skills of the agents for sustained continuous improvement.
  • Display a high-level of effort and commitment towards supporting employees


Job Features

Job CategoryCTAS Roles
Job Level1 - 5 Years
Experience0 - 5

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