Job Overview

key responsibilities:

1. performance monitoring & quality assurance

• conduct daily/weekly call monitoring and evaluations to assess mti (message, tone, intent), accent neutralization, and compliance with communication standards.
• analyze kpis (aht, fcr, csat) and identify gaps in verbal/written communication.
• generate actionable quality reports and share insights with operations/leadership teams.

2. training & development

• deliver structured training programs on:
• english communication (grammar, pronunciation, fluency).
• email etiquette & professional writing (client responses, ticket updates).
• soft skills (empathy, active listening, conflict resolution).
• conduct role-plays, workshops, and 1:1 coaching for new hires and tenured agents.

requirements:

• 5+ years as a communication trainer/qa specialist in bpo/contact centers. (its mandatory)
• expertise in contact center metrics (sla/kpi, aht, csat) and quality frameworks.
• exceptional english communication (verbal/written) and training facilitation skills.
• proficiency in call monitoring tools (e.g., genesys, calabrio) and ticketing systems (e.g., salesforce).
• strong analytical mindset to translate data into training actions.