Process & Communications Trainer

6 days ago

Bengaluru, Karnataka, India UST Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:1. Performance Monitoring & Quality AssuranceConduct daily/weekly call monitoring and evaluations to assess MTI (Message, Tone, Intent), accent neutralization, and compliance with communication standards. Analyze KPIs (AHT, FCR, CSAT) and identify gaps in verbal/written communication.

Generate actionable quality reports and share insights with operations/leadership teams.2. Training & DevelopmentDeliver structured training programs on:English communication (grammar, pronunciation, fluency). Email etiquette & professional writing (client responses, ticket updates).

Soft skills (empathy, active listening, conflict resolution). Conduct role-plays, workshops, and 1:1 coaching for new hires and tenured agents. Requirements:5 years as a Communication Trainer/QA Specialist in BPO/contact centers.

(Its Mandatory)Expertise in contact center metrics (SLA/KPI, AHT, CSAT) and quality frameworks. Exceptional English communication (verbal/written) and training facilitation skills. Proficiency in call monitoring tools (e.g., Genesys, Calabrio) and ticketing systems (e.g., Salesforce).

Strong analytical mindset to translate data into training actions.

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