Culture and Communication Specialist

 

Overview:

 

As a Culture and Communication Specialist : You will analyze the 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.  You will be a member of a culturally diverse language team for Microsoft India GTSC in Bangalore. You will support highly skilled engineers in language and soft skills training through quality monitoring of their calls and emails with professional and premier customers who use Microsoft products.

 

Responsibilities: 

·         Learning needs analysis

o   Analyze quality of technical and customer support in terms of language and intercultural competencies for phone calls, emails, and chat messaging.  

o   Develop coaching and learning plan in line with data on staff performance and consultation with managers.

o   Keep accurate, up-to-date records.

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

·         Coaching

o   Coach staff one-on-one or with small groups of trainees.  

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

o   Individuate instruction and materials based on learner or group needs.  

o   Prepare coaching sessions in line with best practices for intercultural and language learning.

·         Learning solutions

o   Analyze needs, design, and deliver training courses and workshops for delivery.

o   Train staff in core training modules and workshops for communicating effectively across cultural and linguistic differences in English with a diverse customer base.

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