Communication Skills Coach

About the job Communication Skills Coach

ROLE AND RESPONSIBILITIES:

• Monitor and evaluate language quality using a standard, internally built, Communication Evaluation Form
• Utilize the data gathered from communications audits in exploring improvement opportunities and present findings and recommended solutions to the stakeholders
• Implement targeted Communication Skills development program, monitor and present results based on the agreed SLA in the Project Charter
• Continuously monitor, coach, and provide real-time-assistance on the agent/agents assigned for Communication and Soft Skills improvement
• Participate in calibrations, employee communication sessions, and/or creation of communication job aids and tools that can help in the overall quality of customer interactions
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on language quality, agent or ...