VOICE COACH FEMALE REQUIRED BPO CALL@7054225052 GURGAON IN INDIA

: Customer Service Coach/ Sales Coach Shift: 5 Days working/ Rotational Shift Job Location: Gurgaon ESSENTIAL DUTIES AND RESPONSIBILITIES: Conducts quality review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved. Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers. Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods. Evaluates and records the quality and performance during each call. Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions. Provides feedback on uniform application of guidelines and procedures. Provides critical data to generate weekly or monthly reports on the performance of phone or email representatives. Identifies adverse performance trends and patterns. Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity. Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training. EXPERIENCE / REQUIREMENTS Minimum Experience of 1 year as a Customer Service/ Sales Coach in a reputed BPO Excellent written and verbal communication skills Self- motivation, as well as the ability to work in a team environment Experience monitoring IB/OB calls and providing feedback Proven success in call center coaching/mentoring. Thanks & Regards Roopali HR Recruiter Sharda Consultancy Mob -7054225052/