Job Title

Oversees quality assurance within the Customer Care Centre and responsible for training, monitoring and improving Customer Service Representatives’ performance with regards to their communication, US voice and accent, phone call and email etiquettesKEY RESPONSIBILITIES:Performance Monitoring and Evaluation:Listen to and analyze recorded calls: Regularly review agent interactions to assess their adherence to call handling procedures, communication skills, product knowledge, and compliance guidelines.Conduct live call monitoring (remote or side-by-side): Observe real-time interactions to identify immediate areas for improvement and provide on-the-spot coaching when appropriate (depending on the process).Evaluate performance against established KPIs: Assess calls based on key performance indicators such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), adherence to scripts, and compliance metrics.Identify trends and patterns in agent performance: Recognize recurring strengths and weaknesses across individual agents and the team as a whole.Document evaluations and provide objective feedback: Maintain detailed records of call assessments, noting specific examples of effective and ineffective behaviors.2. Providing Feedback and Coaching:Deliver constructive and actionable feedback: Communicate evaluation results to agents in a clear, concise, and supportive manner, focusing on specific behaviors and their impact.Conduct one-on-one coaching sessions: Meet with agents regularly to discuss their performance, identify development areas, set goals, and create action plans for improvement.Develop personalized coaching plans: Tailor coaching strategies to individual agent needs, learning styles, and skill gaps.Provide positive reinforcement: Acknowledge and praise agents for their strengths and improvements to build confidence and motivation.Address performance gaps and provide guidance: Offer specific strategies, techniques, and resources to help agents overcome challenges and improve their performance.Conduct follow-up sessions: Monitor progress on coaching plans and provide ongoing support and encouragement.3. Training and Development:Conduct refresher training sessions: Reinforce key concepts, procedures, and skills based on identified needs and quality monitoring insights.Develop and deliver targeted training modules: Create and facilitate training on specific areas such as active listening, empathy, de-escalation techniques, product knowledge updates, and new processes.Onboard and mentor new agents: Provide guidance and support to new hires to help them acclimate to the call center environment and performance expectations.Identify training needs for the team: Based on overall performance trends, recommend and potentially develop training programs for the entire team.Stay updated on product knowledge, process changes, and industry best practices: Ensure coaching and training are relevant and aligned with the latest information.4. Quality Assurance and Improvement:Participate in call calibration sessions: Collaborate with other coaches, supervisors, and quality assurance analysts to ensure consistent evaluation standards.Contribute to the development and refinement of quality standards and metrics: Provide feedback on the effectiveness and relevance of current evaluation criteria.Identify opportunities for process improvement: Based on call observations, suggest changes to call handling procedures, scripts, or training materials to enhance efficiency and customer satisfaction.Partner with supervisors and team leaders: Collaborate to address performance issues and implement improvement strategies at the team level.5. Administrative and Reporting Tasks:Maintain accurate records of coaching sessions and agent progress.Generate reports on individual and team performance trends.Provide data and insights to management on the effectiveness of coaching initiatives.Assist with administrative tasks related to training and performance management.PREFERRED QUALIFICATIONS & REQUIRED SKILLS:Exceptional communication skills (Verbal and Written)Strong Coaching and mentoring skillsClarity, Conciseness, and Articulation: Ability to express complex ideas simply and effectivelyActive Listening: The ability to fully comprehend customer interactions and agent responses, including underlying emotions and unstated needs.Use of softwares such as MS Office, Excel, Word and PowerPoint, call center monitoring tools.Experience in developing and implementing coaching plans: Documenting progress and showcasing improvement.Familiarity with QA scorecards and calibration processes/Experience conducting call monitoring, evaluating performance, and delivering feedbackExperience in designing or delivering training modulesAbility to quickly master product/service details: To effectively coach agents on how to address customer queries and resolve issues accuratelyUnderstanding of client processes and policies: Ensuring agents adhere to guidelinesDeep understanding of customer service principles: Best practices in customer engagement, de-escalation, rapport building, and conflict resolution.Constructive Feedback Delivery: Ability to provide specific, actionable, and empathetic feedback that promotes growth, not defensivenessMotivational Skills: Inspiring agents to improve, build confidence, and take ownership of their performance.Bachelor's degree in a relevant field: (e.g., Communications, Business, Human Resources, Psychology) is often preferred, but practical experience can frequently outweigh thisCertifications: In coaching, training, or quality assurance (e.g., COPC, Lean Six Sigma - Green Belt) are a bonus.Maintain dexterity, vision and coordination sufficient to perform essential functions.Minimum 3- 5 years of sales training/coaching or communications trainer experience in an international call center preferably handling US customers is requiredExcellent analytical, interpersonal, organizational, and project management skillsSuperior planning and organizational skills - attention to detail is essentialTeam player and willingness to perform additional tasks as needed.PERKS OF JOINING: The Culture: most companies talk about their values, we live them.Supportive Culture: We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth.Work-Life Balance: We support a hybrid work model and encourage our employees to create a healthy balance between personal and professional life.Rewards and Recognitions: Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA.Innovative Work: Contribute to cutting-edge solutions for e-commerce and SaaS businesses.The Work: stability of a market leader with the hunger for innovation and growth of a start-up Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions.Growth Opportunities: Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it.Competitive Benefits: Access comprehensive insurance for health (incl. parents), life and personal accident.ABOUT SILVERMINE GROUP:Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.Website: Silvermine Group Products:eform2290 and emcs150Apply on: careers@ Location: Bangalore