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