Soft Skills Training Specialist
17 hours ago
Job Summary:
Webspiders Interweb Private Limited is seeking a skilled Soft Skills Trainer to enhance customer experience and quality assurance across our call center operations. The ideal candidate will possess excellent communication and interpersonal skills, with a proven track record of improving call quality and customer satisfaction.
Key Responsibilities:
Call Quality & Customer Satisfaction (60%):
1. Evaluate calls from various departments to assess quality and adherence to Standard Operating Procedures (SOPs).
2. Identify areas for improvement and provide constructive feedback to employees.
3. Develop and maintain comprehensive knowledge of call quality standards and SOPs.
4. Collaborate with department heads to address call quality concerns and implement improvements.
5. Monitor customer satisfaction metrics and develop strategies to enhance overall experience.
Soft Skills Training (30%):
1. Design and deliver weekly soft skills training sessions for agents, focusing on communication, problem-solving, and customer service.
2. Develop training materials, presentations, and assessments.
3. Conduct needs assessments to identify training requirements.
4. Evaluate training effectiveness and make adjustments as needed.
Reporting & Analysis (10%):
1. Generate reports on call quality, customer satisfaction, and training effectiveness.
2. Analyze performance metrics to identify trends and areas for improvement.
3. Provide insights and recommendations to management.
Requirements:
1. 2+ years of experience in soft skills training, quality assurance, or customer service.
2. Proven track record of improving call quality and customer satisfaction.
3. Excellent communication, interpersonal, and presentation skills.
4. Ability to analyze data, identify trends, and provide actionable insights.
5. Familiarity with call center operations and SOPs.
6. Certification in training or quality assurance (e.g., CTT+, CQA) preferred.
What We Offer:
1. Competitive salary and benefits package.
2. Opportunities for professional growth and development.
3. Collaborative and dynamic work environment.
How to Apply:
If you're passionate about delivering exceptional customer experiences and developing teams, please submit your application.
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