Soft Skills Trainer

4 weeks ago

Jaipur, India Webspiders Interweb Private Limited Full time
We areseeking an experienced Soft Skills Trainer to join our team. Theprimary responsibility will be to monitor and evaluate call qualityacross all departments ensuring adherence to Standard OperatingProcedures (SOPs) and maintaining high customer satisfactionlevels. Additionally the trainer will conduct regular soft skillstraining sessions analyze performance metrics and provide feedbackforimprovement.*FreelancePartTime and Contractbased applications are alsowelcome*

CallQuality & Customer Satisfaction(60%):
1. Listen to andevaluate calls from various departments to assess quality andadherence to SOPs.
2. Identifyareas for improvement and provide constructive feedback toemployees.
3. Develop and maintaincomprehensive knowledge of call quality standards andSOPs.
4. Collaborate withdepartment heads to address call quality concerns and implementimprovements.
5. Monitor customersatisfaction metrics and develop strategies to enhance overallexperience.

SoftSkills Training(30%):
1. Design anddeliver weekly soft skills training sessions for agents focusing oncommunication problemsolving and customerservice.
2. Develop trainingmaterials presentations andassessments.
3. Conduct needsassessments to identify trainingrequirements.
4. Evaluate trainingeffectiveness and make adjustments asneeded.

Reporting& Analysis(10%):
1. Generatereports on call quality customer satisfaction and trainingeffectiveness.
2. Analyzeperformance metrics to identify trends and areas forimprovement.
3. Provide insightsand recommendations tomanagement.

AdditionalResponsibilities:
1.Develop and maintain training manuals guides andresources.
2. Collaborate withother departments to ensure consistency in messaging andprocesses.
3. Participate inspecial projects and initiatives asrequired.



Requirements

Requirements:

1.2 years of experience in soft skills training quality assurance orcustomer service.
2. Proven trackrecord of improving call quality and customersatisfaction.
3. Excellentcommunication interpersonal and presentationskills.
4. Ability to analyze dataidentify trends and provide actionableinsights.
5. Familiarity with callcenter operations and SOPs.
6.Certification in training or quality assurance (e.g. CTT CQA)preferred.
7. Freelance PartTimeand Contractbased applications are alsowelcome


DesirableSkills:
1. Experiencewith call recording and evaluationsoftware.
2. Knowledge of adultlearning principles and instructionaldesign.
3. Familiarity withcustomer relationship management (CRM)systems.
4. Six Sigma or Leancertification.


WhatWeOffer:

1.Competitive salary and benefitspackage.
2. Opportunities forprofessional growth anddevelopment.
3. Collaborative anddynamic work environment.
If yourepassionate about delivering exceptional customer experiences anddeveloping teams please submit yourapplication.




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