Current jobs related to CE Coach_V&A Trainer - Gurgaon, Haryana - IGT Solutions

Job Title: Customer Experience Coach (V&A Trainer) Location: Gurgaon Company: IGT Solutions Job Type: (Full-time) Work Schedule: 24/7 Environment | 5 or 6 Days a Week (Depending on Process Fitment)Company Overview:IGT Solutions is a global leader in delivering end-to-end outsourcing services, focused on the travel, transportation, and hospitality industries. We empower businesses through cutting-edge technology, skilled professionals, and data-driven insights. With a strong global footprint, IGT Solutions is committed to innovation, collaboration, and continuous growth, ensuring superior customer experiences and operational excellence.

Position Summary:We are seeking a motivated and skilled Customer Experience Trainer to join our team. In this role, you will be responsible for coaching, training, and enhancing agent performance to ensure consistent and exceptional customer service delivery. Your focus will be on improving communication skills, identifying training needs, and driving CSAT performance through impactful training interventions.

Key Responsibilities:Provide feedback and coaching to improve presentation and communication skills. Act as a liaison between the Quality and Operations teams for training and development matters. Demonstrate a strong understanding and delivery of exceptional customer experience practices.

Analyze performance metrics and use data to drive improvements. Perform call monitoring and Training Needs Identification (TNI) to implement development strategies.

Support new hires in enhancing communication and service delivery standards. Conduct refresher trainings, calibration sessions, and skill-building activities. Develop and implement strategies to boost CSAT through contests and engagement initiatives.

Monitor agent performance regularly to ensure compliance with quality standards. Conduct performance assessments and implement corrective action plans. Prepare training needs analysis reports and track progress on action plans.

Qualifications & Requirements:Bachelor's Degree in any field. Excellent verbal and written communication skills. Ability to thrive in a dynamic 24/7 work environment (flexible with shifts and workdays).

Strong analytical skills and keen attention to detail. Prior experience in customer service training or a related field is preferred. Equal Opportunity Statement:IGT Solutions is an Equal Opportunity Employer.

We value diversity and are committed to creating an inclusive workplace for all. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Experience - 1-4 yearsSalary - 5LPA-5.50 LPA