Soft Skills Quality Trainer

2 weeks ago

Bengaluru, India ChargePoint Full time

**About Us**:
With electric vehicles expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint (NYSE: CHPT) is at the center of this revolution, powering one of the world's leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need across North America and Europe. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on making the transition to electric easy for businesses, fleets and drivers. ChargePoint offers a once-in-a-lifetime opportunity to create an all-electric future and a trillion-dollar market.

At ChargePoint, we foster a positive and productive work environment by committing to live our values of Be Courageous, Charge Together, Love our Customers, Operate with Openness, and Relentlessly Pursue Awesome. These values guide how we show up every day, align, and work together to build a brighter future for all of us.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Discover what it's like to help build the fueling network of the future - check out our Engineering Blog.

**Reports To**:
Senior Critical Accounts Program Manager

**What You Will Be Doing**

The role of a Soft-Skills Quality Trainer involves closely monitoring customer transactions and documenting observations on a transaction monitoring form. The primary objective is to provide valuable feedback to employees based on the recorded observations and coach them to improve their performance. The ultimate aim is to equip employees with essential skill sets to deliver exceptional service and positive experiences to end-users.

As a Trainer, additional responsibilities include supporting the team by sharing knowledge and offering mentorship to new hires within the team. Moreover, the Senior Associate assists the respective team lead in preparing reports and conducting analyses.

The Soft-Skills Quality Trainer may be required to assume/multi-skill the role of a Process Quality Trainer as needed by the project's requirements.

**What You Will Bring to ChargePoint**
- Observations and Feedback: Recording detailed observations from the monitored transactions and providing constructive feedback to employees, highlighting areas of improvement and commendable practices.
- Employee Coaching: Coaching and mentoring individual employees to enhance their soft-skills, communication, and customer interaction techniques, fostering a customer-centric approach.
- Skill Development: Designing and delivering training programs aimed at improving the soft-skills and customer service abilities of the support team.
- Quality Metrics Analysis: Analyzing performance data and quality metrics to identify trends, patterns, and opportunities for process improvement.
- Training Material Development: Creating training materials, guides, and resources to support the continuous improvement of customer support skills.
- Collaboration with Team Leads: Collaborating with team leads and managers to align training initiatives with the organization's goals and address specific team needs.
- Performance Evaluation: Participating in employee performance evaluations to assess progress and identify areas for further development.
- Continuous Improvement: Contributing to the ongoing enhancement of customer support processes by offering insights and suggestions for improvement.
- Customer Experience Enhancement: Striving to ensure that employees are equipped with the necessary skills to deliver exceptional customer experiences and resolve issues effectively.
- Weekly/Monthly reports based on the Transaction Monitoring

These core responsibilities collectively empower the support team with the essential soft-skills to consistently provide outstanding service and satisfaction to customers.

**Requirements**:

- 5+ years of experience in soft skills Audits, coaching & training, preferably in a Customer Support / Technical Support background
- Bachelor's degree in a related field, such as quality assurance, education, or business.

**Knowledge & Skills**
- Strong understanding of soft skills training principles and procedures.
- Excellent analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Excellent written and verbal communication skills.
- Excellent Documentation, Presentation & MS Excel Skills
- In-Depth Knowledge of soft skills training and standards.
- Flexibility to work in all shifts is required.
- Flexibility to switch roles for Business Process Quality responsibilities

**Location**:
Bangalore, India

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, c

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