Korean Transition Specialist & Language Coach

at  Cognizant

Work mode: Can work from home now /Hybrid
Tenure: 1 year contract, renewable

Qualification / Criteria:

• Open to work as per the teams core shift / Market hours
• Preferable to have Korean Language certificates (TOPIK L5, L6), non-native Korean speaker
• Preferred Criteria
• Ability to manage multiple stakeholders
• Ability to work as an individual contributor
• Experience in devising and implementing projects to improve the agent capabilities

Roles and Responsibilities:

• Facilitate Training for the New Hires:
• Voice and Accent
• Cultural Training
• Soft Skills Training
• Customer Experience
• Call, Email & Chat Audits & Feedback to gauge the performance of the associates
• Coach and motivate agents for better customer satisfaction through better communication and customer care skills
• Coordinate with the stakeholders regarding the performance / improvement of agents that have been coached
• Conduct communication screening for recruitment
• Refresher training based on TNI/TNA
• Modify / Develop Client Centric training material
• Doing Quality audits and share feedback
• Maintaining the highest level of quality in operations ensuring adherence to all the linguistics parameters per the norms

• Facilitate Training for the New Hires:
• Voice and Accent
• Cultural Training
• Soft Skills Training
• Customer Experience
• Call, Email & Chat Audits & Feedback to gauge the performance of the associates
• Coach and motivate agents for better customer satisfaction through better communication and customer care skills
• Coordinate with the stakeholders regarding the performance / improvement of agents that have been coached
• Conduct communication screening for recruitment
• Refresher training based on TNI/TNA
• Modify / Develop Client Centric training material
• Doing Quality audits and share feedback
• Maintaining the highest level of quality in operations ensuring adherence to all the linguistics parameters per the norm