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.

Job Description

Job Description

Principal Duties and Responsibilities:

1. Monitor calls on Communication, Soft Skills, Process & Compliance Parameters.

2. Participate in calibration sessions with Quality/Communication Leadership staff, Care Operations management to ensure consistent scoring and feedback delivery approach.

3. Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.

4. Analyze the Coaching / Training needs of the agents & support them in delivery.

5. Conduct Compliance, Communication & Process Awareness sessions for new hires.

6. Participate in Internal Language acceptability audits and recommend changes.

7. Provide feedback through call monitoring system and in-person to assist Team Leader in development of front-line employees.

8. Plan & run campaigns to drive Awareness/Improvements on CSAT/NPS, Compliance, Communication & Process.

9. Creating Call Handling Framework and scripting 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.