1. Monitor and evaluate language quality using a standard, internally built Communication Evaluation Form.
2. Utilize data gathered from communications audits to explore improvement opportunities and present findings and recommended solutions to stakeholders.
3. Implement a targeted Communication Skills development program, monitoring and presenting results based on the agreed Service Level Agreement (SLA) in the Project Charter.
4. Continuously monitor, coach, and provide real-time assistance to agents assigned for Communication and Soft Skills improvement.
5. Participate in calibrations, employee communication sessions, and/or creation of communication job aids and tools to enhance the overall quality of customer interactions.
6. Provide accurate and timely reports on a daily, monthly, month-to-date, and year-to-date rolling basis on language quality, agent or group improvements, project status, and other key metrics impacted by improvements in Communication Skills.
7. Undertake work requiring basic application of acquired business or operational skills and knowledge and the principles of the primary discipline.
8. Perform other duties assigned by the immediate supervisor/manager.

1. College graduate or equivalent relevant work experience
2. Proven experience in communication quality assessment and improvement, preferably in a customer service or contact center environment.
3. Strong analytical skills with the ability to interpret data and identify trends.
4. Excellent written and verbal communication skills.
5. Ability to effectively coach and provide feedback to individuals and groups.
6. Proficiency in MS Office Suite and other relevant software applications.
7. Ability to work independently and collaboratively in a fast-paced environment.
8. Strong attention to detail and organizational skills.
9. Flexibility to adapt to changing priorities and deadlines.

PREFERRED SKILLS

• C1-C2 in Versant/7.5-6.5 in IELTS/880+ in TOEIC/28+ in TOEFL IBT Speaking/110-120 in TOEFL IBT
• Knowledge on operational/performance metrics impacted by Communication and Soft Skills
• Exhibit a strong understanding of performance management and applied communication skills
• Excellent organizational and interpersonal skills
• Excellent analytical and problem-solving skills
• Outstanding listening skills and the ability to process auditory information very quickly.
• Ability to identify trends in data and communication patterns in call transactions
• Ability to identify specific behavior patterns by listening to telephone calls or analyzing written transactions.
• Proficient in MS Office (Excel, Word, PowerPoint)
• Knowledge and understanding of Adult Learning Principle and GROW/ADDIE model

In-depth exposure and understanding of, but not limited to, CSAT, COMMSAT, and NPS

EXPERIENCE

Proven high level of customer service delivery (must have)

Overall work experience of 1-2 years in BPO, taking inbound calls with at least 1 years experience as a Communication

Skills Trainer, Quality Analyst, or Coach (must have)

At least 1 year in ESL instruction (good to have)