Job Description
At Jupiter, we are building a new age personalized mobile-first, AI-based digital bank. We are a fast-paced tech startup that relentlessly innovates each day to make banking more accessible and transparent for our users.
To help us grow, we are looking at awesome team-players to join us and contribute towards building a community first digital bank.
Join us if you wish to build the bank of the future!
We are looking for a Customer Service Trainer to educate our service, sales and customer success teams by conducting seminars and interactive courses.
The role of the Soft Skills and Communications Coach will be to: Evaluate communication of candidates on existing audit parameters. Share feedback for existing employees in the organization in an effort to improve the communication standards on the floor. Selected candidates will report to the Assistant Manager/Manager Training. The Employee will collaborate with HR and operations to ensure adherence to the communication standards as well as the hiring numbers required at any phase.
Key Responsibilities
• Use the standard tools defined to evaluate existing employees on spoken and written communication.
• Share real-time updates with the necessary stakeholders on the status of the communication standards of the agents.
• Share reports with the necessary stakeholders on a daily, weekly and monthly basis.
• Audit chat, calls, and/or email transactions of existing resources on the floor and provide effective feedback to improve the communication standard on the floor.
• Run communication guideline campaigns on the floor and for new hire training batches.
• Take full fledged training for improving communication standards for chat/voice and email queues.
Metrics for performance measurement
• Feedback on the quality of the communication standards of the agents being hired, by the training, quality, and the operations teams.
• Speed of completing the interviews as per the defined thresholds.
• Feedback compliance - Ensuring 100% feedback coverage on communication audits.
• Calibration Variance against the defined threshold
• ATA variance - Variance % on the Audit over audit conducted by Supervisor
• Schedule Adherence - Complying with the roster days and shift hours
Qualifications
• Should have excellent spoken and written English communication skills.
• Should be extremely strong in English grammar.
• Intermediate proficiency
To help us grow, we are looking at awesome team-players to join us and contribute towards building a community first digital bank.
Join us if you wish to build the bank of the future!
We are looking for a Customer Service Trainer to educate our service, sales and customer success teams by conducting seminars and interactive courses.
The role of the Soft Skills and Communications Coach will be to: Evaluate communication of candidates on existing audit parameters. Share feedback for existing employees in the organization in an effort to improve the communication standards on the floor. Selected candidates will report to the Assistant Manager/Manager Training. The Employee will collaborate with HR and operations to ensure adherence to the communication standards as well as the hiring numbers required at any phase.
Key Responsibilities
• Use the standard tools defined to evaluate existing employees on spoken and written communication.
• Share real-time updates with the necessary stakeholders on the status of the communication standards of the agents.
• Share reports with the necessary stakeholders on a daily, weekly and monthly basis.
• Audit chat, calls, and/or email transactions of existing resources on the floor and provide effective feedback to improve the communication standard on the floor.
• Run communication guideline campaigns on the floor and for new hire training batches.
• Take full fledged training for improving communication standards for chat/voice and email queues.
Metrics for performance measurement
• Feedback on the quality of the communication standards of the agents being hired, by the training, quality, and the operations teams.
• Speed of completing the interviews as per the defined thresholds.
• Feedback compliance - Ensuring 100% feedback coverage on communication audits.
• Calibration Variance against the defined threshold
• ATA variance - Variance % on the Audit over audit conducted by Supervisor
• Schedule Adherence - Complying with the roster days and shift hours
Qualifications
• Should have excellent spoken and written English communication skills.
• Should be extremely strong in English grammar.
• Intermediate proficiency
💡 Quick Summary
Seeking a career-building opportunity? The Soft Skills and Communications Coach | Customer Service position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.