Key Responsibility:

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

Desired Skills:

• Must have the ability to work under pressure
• Understanding of the Audit & Coaching process
• Excellent writing and comprehension skills
• Extremely good verbal & written communication skills
• Knowledge of English communication - sentence construction, grammar, punctuation etc.
• Ability to observe, analyse and give constructive feedback
• Presentation, Feedback & Coaching skills
• Hands-on experience in MS-Office; preferably in MS-Excel and Power Point
• Customer Orientation
• Customer Service Attitude
• Effective problem-solving skills
• Highly energetic & enthusiastic
• Interpersonal skills and Team work
• Analytical and Quantitative skills
• Data Handling / data interpretation
• Process orientation & structured thinking. 
• Should be willing to work in a 24/7 shift environment  (Day and Night Shifts - Rotational) with no fixed week off( process works for six days)

Education: Graduation