QUALITY COACH

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WNS Global Services is a recognized leader in business process outsourcing (BPO) with more than 17,000 skilled professionals. Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.

Cerinte

• Strong oral and written communication skills, in both (1) English and (2) German;
• A detail-orientation and strong organizational and planning skills;
• Excellent computer skills, including proficiency with MS Word, MS Excel, PowerPoint and Outlook;
• Strong adaptability to change and the ability to cope with deadlines;
• The ability to be a team player;
• An energetic and enthusiastic attitude;
• Experience in the field of quality monitoring;
• Minimum of two years experience in call center industry;
• Proven superior customer service and sales skills;
• Coaching experience;
• Training experience and/ or adult teaching experience is a definite asset.

Responsabilitati

• Prepare for and deliver regular coaching sessions focused on quality of calls and performance metrics;
• Identify and communicate trends or areas of opportunity for the development of call center front line staff members;
• Organize call calibration sessions with other coaches;
• Provides one-on-one and group training/ retraining as required;
• Aids in new hire training;
• Ensures that maximum quality is being achieved at all times;
• Assist the business by taking inbound calls as per service level requirements;
• Regularly update own knowledge of new products and procedures.