Communications Coach - Consultant

Please find below the Job Description (JD) for the Communication Coach role - a. Candidate should have exceptional spoken and written English. b. Native Arabic speakers (Mandatory). c. Should have worked in a chat, email, and voice process (mandatory). d. Should have worked in BFSI / E-commerce or other process of similar complexity. e. Should have a Learning and Development background. f. Monitor and assess agent interactions (calls, chats, emails) to identify communication gaps and opportunities for improvement g. Should have led coaching programmes for uplifting staff communication / Csat and NPS scores. h. Create and update communication guidelines, scripts, and best practice documents. I. Promote a positive, customer-centric communication culture within the contact centre.