Job Description

We are seeking an experienced Soft Skills Trainer to join our team. The primary responsibility will be to monitor and evaluate call quality across all departments, ensuring adherence to Standard Operating Procedures (SOPs) and maintaining high customer satisfaction levels. Additionally, the trainer will conduct regular soft skills training sessions, analyze performance metrics, and provide feedback for improvement.

•Freelance, Part-Time, and Contract-based applications are also welcome•

Call Quality & Customer Satisfaction (60%):
1. Listen to and evaluate calls from various departments to assess quality and adherence to SOPs.
2. Identify areas for improvement and provide constructive feedback to employees.
3. Develop and maintain comprehensive knowledge of call quality standards and SOPs.
4. Collaborate with department heads to address call quality concerns and implement improvements.
5. Monitor customer satisfaction metrics and develop strategies to enhance overall experience.

Soft Skills Training (30%):
1. Design and deliver weekly soft skills training sessions for agents, focusing on communication, problem-solving, and customer service.
2. Develop training materials, presentations, and assessments.
3. Conduct needs assessments to identify training requirements.
4. Evaluate training effectiveness and make adjustments as needed.

Reporting & Analysis (10%):
1. Generate reports on call quality, customer satisfaction, and training effectiveness.
2. Analyze performance metrics to identify trends and areas for improvement.
3. Provide insights and recommendations to management.

Additional Responsibilities:
1. Develop and maintain training manuals, guides, and resources.
2. Collaborate with other departments to ensure consistency in messaging and processes.
3. Participate in special projects and initiatives as required.

Requirements:
1. 2+ years of experience in soft skills training, quality assurance, or customer service.
2. Proven track record of improving call quality and customer satisfaction.
3. Excellent communication, interpersonal, and presentation skills.
4. Ability to analyze data, identify trends, and provide actionable insights.
5. Familiarity with call center operations and SOPs.
6. Certification in training or quality assurance (e.g., CTT+, CQA) preferred.

7. Freelance, Part-Time, and Contract-based applications are also welcome

Desirable Skills:
1. Experience with call recording and evaluation software.
2. Knowledge of adult learning principles and instructional design.
3. Familiarity with customer relationship management (CRM) systems.
4. Six Sigma or Lean certification.

What We Offer:
1. Competitive salary and benefits package.
2. Opportunities for professional growth and development.
3. Collaborative and dynamic work environment.
If you're passionate about delivering exceptional customer experiences and developing teams, please submit your application.

Job Type: Full-time

Pay: ?200,000.00 - ?400,000.00 per year

Work Location: In person