- Conduct regular one-on-one coaching sessions to provide feedback and guidance.
- Monitor and evaluate calls to identify areas for improvement and reinforce positive behaviors.
- Develop and implement metrics to assess the impact of voice coaching on call quality and customer satisfaction.
- Track progress and provide reports on individual and team performance improvement.
- Create customized coaching plans for individuals based on performance assessment.
- Design and deliver training programs focused on voice modulation, diction and effective communication strategies.
- Work closely with operations team to understand specific needs and tailor coaching accordingly.
- Gauge effectiveness through planned review meetings with operations team




- Partner with quality assurance and operations to align coaching efforts with overall organizational goals.

Must have experience in Voice Coaching & training

- Ability to analyze call data and identify patterns for improvement
- Good PC skills & proficiency in working with Excel, Word & PowerPoint.
- Ability to multi-task and prioritize in a rapid paced environment.
- Numerically inclined with an analytical mind, strong people management skills.
- Understanding of Insurance industry – BPO operations is preferred.
- Strong organizational skills & ability to work as part of a team to achieve goals.
- Must be flexible to mirror / overlap US /Daytime work hours.

Experience - 3+ years

📌 Specialist (Noida)
🏢 MetLife
📍 Noida