Senior Language Specialist

(For Worlds Leading IT Company)

Work Exp.: 6 to 7 years

Work Location: Bangalore

 

As a Language Specialist : You will monitor quality of service in voice and written customer interaction (primarily with respect to language and intercultural communication) and deliver effective learning solutions for intercultural and language learning needs.

 

Responsibilities:

 

A.      Quality Assurance

-        Monitor quality of technical support in terms of language and intercultural skills for phone calls, emails, and chat messaging. 

-        Assess SE performance accurately and reliably

-        Give high-quality feedback to engineers on their performance in writing and in person

-        Develop quality monitoring plan in line with data on staff performance and consultation with managers.

-        Keep accurate, up-to-date records.

-        Use appropriate assessment tools (training provided where needed).

 

A.       

B.      Coaching

-        Where appropriate identify staff for coaching, which typically takes place one-on-one or with small groups of up to 4 trainees. 

-        Assess needs in conjunction with key stakeholders and performance data, and define objectives and learning plan. 

-        Prepare and deliver high-quality coaching sessions in line with best practices for intercultural and language learning.

-        Evaluate staff progress and complete all reporting requirements as needed.

 

Work (Shift) Timings: 5-day work week with Night Shifts.