Communications Trainer Ii

2 months ago

Pune, India PK Global Full time

Job Title:
Communications Trainer II

**Job Description**:
Communications Trainer is responsible for evaluating and to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to engineers/agents in order to develop their communication skills.

**This IJP is open only for **_Mumbai, Pune, Thane & Vadodara_** location employees**

**Process Information**:
Marvel supports different organizations using different technologies. Support engineers manage cases by handling tickets and technical troubleshooting.

**Eligibility**:

- All CL/Grade 11 (Operations CRM International/Domestic & Industry vertical domestic - Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score 3 and above or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis stacks updated on the tool - EBucks)
- All CL/Grade 11 (Operations Industry Vertical International - Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score of 1 and above two third of the last 12 months (basis Stacks updated on the tool - EBucks)
- All CL/Grade 11 (Support) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical with annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting)
- All CL/Grade 10 employees who have spent 6 months in the current CL/Grade and 6 months in current process & function.

**Key Responsibility**:

- Sample and evaluate language quality and communication skills using the standardized communication monitoring form.
- Provide feedback to agents and in person to assist Team Leaders in development of front-line employees.
- Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing nesting.
- Ensure that agents adhere to the certification process and guide them on it.
- Participate in calibration sessions with Quality and Communication & Culture Training leadership staff, Ops and clients.
- Attend meetings with CCT and Coaching leadership team to provide input to curriculum revisions.
- Capture common errors among agents and recommend huddle sessions for those with language opportunities.
- Achieve departmental productivity requirements (e.g. number of chats monitored per week on schedule, calibrations etc.)

**Desired Skills**:

- Must be a graduate
- Minimum of 2 years of total work experience
- Strong communication skills, both written and verbal.
- Proficient in Microsoft Office and basic knowledge of excel
- Ability to multi-task, prioritize and meet timelines of deliverables
- Self-starter, sense of urgency and works well under pressure
- Strong attention to detail
- Sense of professionalism and ability to develop relationships.

**Location**:
India Pune, Maharashtra

Language Requirements:
Time Type:
Full time
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