Customer Experience Coach (V&A Trainer)

Key Deliverables:

• Provide coaching and feedback to improve presentation and communication skills.
• Collaborate with quality and operations to support training and development initiatives.
• Monitor performance metrics and implement strategies to improve CSAT.
• Lead training sessions and deliver refresher training to ensure consistent performance.

Role Responsibilities:

• Conduct assessments and develop action plans for performance improvement.
• Perform training needs analysis and monitor agent performance against quality standards.
• Coordinate and lead calibration sessions and improvement initiatives.
• Provide guidance to new hires to enhance communication skills and customer experience delivery.