Korean Transition Specialist

2 months ago


Kuala Lumpur, Kuala Lumpur, Malaysia Cognizant Technology Solutions Full time

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 auditsShould be fluent in Korean and EnglishBasic Understanding of Quality ToolsOpen to work as per the teams core shift / Market hoursPreferred Criteria:
Ability to manage multiple stakeholdersAbility to work as an individual contributorExperience in devising and implementing projects to improve the agent capabilities

Roles and Responsibilities:

Facilitate Training for the New Hires:
Voice and AccentCultural TrainingSoft Skills TrainingCustomer Experience Call, Email & Chat Audits & Feedback to gauge the performance of the associatesCoach and motivate agents for better customer satisfaction through better communication and customer care skillsCoordinate with the stakeholders regarding the performance/improvement of agents that have been coachedConduct communication screening for recruitmentRefresher training based on TNI/TNAModify/Develop Client Centric training materialDoing Quality audits and share feedbackMaintaining the highest level of quality in operations ensuring adherence to all the linguistic parameters per the norms

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