Job Description
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
Valuable PC skills & proficiency in working with Excel, Word & Power Point.
Ability to multi-task and prioritize in a rapid paced setting.
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