Role and Key responsibilities:

1. 50% production
2. High performance delivery on all quality parameters
3. Audit calls on Product/process, Communication and soft skills parameters
4. Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
5. Data analysis and making designated reports/presentations
6. Participate in calibrations to ensure consistent scoring & feedback delivery approach
7. Communicate to heighten awareness and focus on importance of positive customer experience.
8. Make recommendations and drive improvement
9. Reduce the learning curve and help enhance the product/process knowledge of new team members
10. Ensure that internal policies, procedures, and compliance regulations are being followed
11. Customer/Client Interactions
12. Leverage process knowledge to  proactively identify areas of concern & highlight to the change Team
13. Prepare TNA , publish and execute for 100% closure
14. Real Time Support (Production/Live Support) on the floor as per the business requirement

Key skills and knowledge

1. Must have the ability to work under pressure
2. Understanding of the Audit & Coaching process
3. Excellent writing and comprehension skills
4. Extremely good verbal & written communication skills
5. Knowledge of English communication - sentence construction, grammar, punctuation etc.
6. Ability to observe, analyse and give constructive feedback
7. Presentation, Feedback & Coaching skills
8. Hands on experience on MS-Office; preferably on MS-Excel, Power Point
9. Customer orientation
10. Customer Service Attitude
11. Effective problem solving skills
12. Highly energetic & enthusiastic
13. Interpersonal skills and Team work
14. Analytical and Quantitative skills
15. Data Handling / data interpretation
16. Process orientation & structured thinking
17. Willingness to work in a 24/7 shift environment  (Day and Night Shifts - Rotational) with no fixed week off
18. Proficient in sign language

Education qualification- Graduate