IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About The Job
We are seeking a Communications Skills Trainer to conduct soft skills and language training for new hires based on the roadmaps defined. The ideal candidate will also carry out floor support interventions.
As Communication Skills Trainer, You Will…
Deliver sessions for current hires, tenured employees, and cross-functional teams
Support production associates on a real time basis
Monitor voice and digital interactions live and provide timely responses that defuse customer dissatisfaction
Work with associates in Academy Bay
Evaluate customer and associate interactions on the stipulated Evaluation form and score the associates basis their performance on soft skills and resolution (If need be)
Study top performers customer interactions and disseminate best practices across the account
Collates WOW chats for future reference
Provide timely feedback either to the associates or to their TLs emailing a copy to the participants and stakeholders
Document feedback and evaluations on associate customer interactions
Publish scores of the groups that the trainer is working with
Conduct small group training sessions
Conduct call listening and chat & email readout sessions for the associates
Recommend remedial and refresher courses to be assigned basis associates’ performance on the floor
Flag off EWS to the stakeholders if there are any
Participate in weekly business reviews and provide inputs asked for
Roll out knowledge checks once a month
Prepare worksheets and other job-aids for associates reference
Conduct Dsat analysis from the language and soft skills perspective
Prepare and publish weekly report with effort and outcomes
Maintain a repository of suggested responses mandatori
📌 Communication Skills Trainer (Hyderabad)
🏢 IntouchCX
📍 Hyderabad
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