Customer Experience Coach

Job Title : Customer Experience Trainer

Company Overview :

IGT Solutions is a global leader in providing end-to-end outsourcing solutions for the travel, transportation, and hospitality industries. We specialize in delivering world-class customer service and operational excellence. With a presence across multiple countries, we are committed to enhancing the customer experience through cutting-edge technology, highly skilled professionals, and data-driven insights. At IGT, we prioritize innovation, collaboration, and continuous growth, ensuring that our clients receive top-notch services that drive business success.

Job Responsibilities :

Provide feedback and coaching on presentation skills to enhance overall performance.

Serve as the liaison between quality and operations from a training and development perspective.

Demonstrate a strong aptitude for delivering exceptional customer experience.

Utilize strong analytical skills and attention to detail to monitor performance metrics.

Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.

Work closely with new hires to enhance their communication skills and ensure consistent performance.

Lead refresher training sessions based on TNI findings and conduct calibration sessions.

Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives.

Regularly monitor calls and agent performance to ensure quality standards are met.

Conduct assessments to identify areas of improvement and implement action plans accordingly.

Perform training needs analysis, prepare action plans, and report on progress and improvements.

Requirements :

Bachelor's Degree (Any Field).

Excellent verbal and written communication skills.

Ability to work in a 24 / 7 environment (5-day work week).

How to Apply : Interested candidates can send their resumes to : Contact :

Equal Opportunity Employer : IGT Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status