Soft Skills Trainer

Role & responsibilities

Role: Training Officer

Location: Mumbai - Malad

CTC: Upto 6.5 to 7

Notice: Need candidates who can join before 14th November

6 Days Working,

Work from Office

Need excellent Communication skills with good Training Experience

Contact: Charlie HR Do not call - Send your resume to WhatsApp

Open to Relocate candidates can also apply Accommodation 15 days & Travel allowance will provide If you're out of Mumbai

1. Call Recording & Ingestion Review

• Audit call recordings ingested by Teleperformance (TP Interact) integrated with Salesforce and Ozonetel/Aspect Telephony.
• Verify accuracy of QA sampling, coverage of call categories, and completeness of call tagging.
• Oversee data ingestion and ensure error-free mapping in Salesforce.

2. Quality Evaluation & Scoring

• Evaluate Sky RM calls, emails, and CRM cases for accuracy, empathy, ownership, and adherence to SOPs.
• Conduct quality calibration sessions to align scoring standards and ensure consistency in evaluation.
• Monitor scoring framework and refine audit practices for greater reliability.

3. Feedback to RMs & Team Leads

• Deliver structured feedback to Sky Relationship Managers via TP Interact reports.
• Track closure of action items and support continuous performance improvement.
• Guide QA Analysts and Trainers to deliver consistent, development-focused feedback.

4. Calibration & Scoring Alignment

• Participate in periodic calibration sessions with Trainers, Team Leads, and Quality Managers.
• Lead zonal calibration reviews with Sky Quality Analysts to ensure alignment with national benchmarks and brand tone.

5. Governance & Process Adherence

• Enforce adherence to QA SOPs, scoring templates, and communication protocols.
• Conduct quality hygiene checks and ensure QMF compliance across all analysts.
• Maintain documentation of all governance reviews for audit readiness.

6. Compliance & Privacy Audits

• Identify and report process deviations or data privacy non-compliance.
• Validate escalation logs and ensure corrective actions are closed as per policy.
• Facilitate training on data protection norms and compliant customer communication.

7. Reporting & Dashboards

• Prepare daily/weekly QA reports summarizing call quality, compliance trends, and customer sentiment.
• Consolidate zonal QA results and furnish analysis dashboards for review by HO CX Strategy.
• Highlight recurring issues, emerging risks, and improvement priorities.

8. RCA & Continuous Improvement

• Identify root causes of recurring quality or compliance deviations.
• Propose behavioural, process-driven, or training-based corrective measures.
• Approve and institutionalize improvements into zonal training and SOP frameworks.

9. Training & Coaching Integration

• Collaborate with Sky RM Trainers to convert QA insights into actionable training content.
• Support coaching initiatives that enhance communication tone, empathy, and resolution accuracy.
• Mentor QA and Training team members to build analytical and facilitation skills.

10. Collections Quality Oversight

• Evaluate quality and compliance of collection-related interactions.
• Identify risky or non-compliant patterns and recommend corrective guidance to Team Leads.
• Ensure zonal QA processes align with approved collection communication guidelines.

11. Governance & Review Meetings

• Present QA analysis and improvement actions in weekly calibration/governance forums.
• Lead zonal QA governance reviews and share improvement outcomes with Head Office teams.
• Document agreements and track progress against improvement milestones.

12. Mentoring & Standardization

• Support peer QA Analysts, Trainers, and TLs through cross-calibrations and shadow audits.
• Drive zonal capability building initiatives to create standardization in audit execution and scoring logic.
• Act as a bridge between zonal teams and central CX governance, ensuring unified quality direction.

Required Skills & Competencies

• Strong understanding of QA frameworks and telephony systems (Salesforce, TP Interact, Ozonetel/Aspect).
• Excellent analytical and reporting skills, with proficiency in Excel and dashboard tools.
• Advanced communication, coaching, and feedback delivery skills.
• Proven experience in customer experience, training, or QA governance.
• Strong ethical grounding with an eye for compliance and privacy assurance.

Educational & Experience Requirements

• Graduate/Postgraduate in Business Administration, Communication, or related field.
• Minimum 58 years of experience in quality assurance, training, or communications management in BPO/Telco/Financial Services sectors.
• Prior exposure to governance and internal audit frameworks is advantageous.