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Korean Transition Specialist & Language Coach

Cognizant Kuala Lumpur, Malaysia
Posted 4 days ago Permanent Competitive
Trainer Qualification/Criteria
  • Work Experience:
    • Min. 1 Year as Senior Process Executive or current role as Process Specialist (SME, Trainer, QA, Communication coach)
  • Willingness to provide coaching & feedback through transaction audits
  • Should be fluent in Korean and English
  • Basic Understanding of Quality Tools
  • Open to work as per the teams core shift / Market hours
  • Preferred Criteria:
    • Ability to manage multiple stakeholders
    • Ability to work as an individual contributor
    • Experience in devising and implementing projects to improve the agent capabilities
Roles and Responsibilities:
  • Facilitate Training for the New Hires:
    • Voice and Accent
    • Cultural Training
    • Soft Skills Training
    • Customer Experience
  • Call, Email & Chat Audits & Feedback to gauge the performance of the associates
  • Coach and motivate agents for better customer satisfaction through better communication and customer care skills
  • Coordinate with the stakeholders regarding the performance/improvement of agents that have been coached
  • Conduct communication screening for recruitment
  • Refresher training based on TNI/TNA
  • Modify/Develop Client Centric training material
  • Doing Quality audits and share feedback
  • Maintaining the highest level of quality in operations ensuring adherence to all the linguistic parameters per the norms
Job ID  00059114871
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