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Job Description & How to Apply Below
Req
Posting
Start Date:
30/04/2026
Job Function: HR
Division:
Finance & Business Services
Job Location:
IND-Gurugram-IQ
Advertised Salary:
Competitive
Job Req
Posting Date: 30 April 2026
Function: HR
Location:
Gurugram
Why this job matters
The role holder will be responsible for evaluating agents in a calling/chat profile to ensure adherence to communication and language acceptability standards. This individual is also responsible for providing coaching/feedback to advisors in order to develop their communication and customer handling skills.
Learning and Development means delivering a measurable impact on people making the best possible version of themselves and as a consequence accelerate productivity in the business and performance of the populational at a functional level.
What You'll Be Doing
Sample and evaluate communication quality
Assess candidates based on communication
Participate in calibration with external vendors
Participate in calibration sessions with Business Heads, Managers, Trainers and other communication coaches
Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, etc.)
Provide feedback through call monitoring system and in-person to assist Managers in development of front-line employees
Prepare weekly and monthly reports for the Line of business aligned to
Participate and lead any floor activities planned
To attend TTT in order to build a robust level of knowledge
To spend 5 hours per month on calls/chats/other, in order to maintain excellent working knowledge of processes and products
To be ready and willing to increase skills and knowledge through exposure to new or other processes or procedures, for any LOB or operational team
To be enthusiastic, positive and energetic at all times and act as an ambassador for training and learning in GBS, ensuring that training activity is a positive, effective and beneficial experience for individual and the organisation
To respond positively to feedback and coaching in order to develop and enhance own skills and abilities
To be flexible and accommodating in approach, in support of business requirements
Customer Centricity Champion for Advisors
Driving BT Comms, Culture & Behaviour of advisors
Skills Required For The Job
Excellent communication skills, both verbal & written
Ability to understand communication area of opportunities
Ability to check candidates profiency on the language
Ability to communicate confidently to large groups of people in a training environment
Good influence and conflict management skills, and has a very positive approach
Understanding of BT One Voice- BT Behaviour
Resource with an ability to monitor and coach agents on Language Skills which include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like Chat/Call Control etc.
Ability to give constructive and direct feedback to agents concerning communication and soft skills
Ability to identify basic language issues and introduce effective means to improve
Understands principles of building rapport with the consumer by using transition statements, verbal nods, small talk, tone, courtesy and empathy
Work with internal partners to identify agents with language opportunity
Formal, specialized, job-related training with 1-3 years related work experience
Proficiency with various software applications such as Microsoft Office 365, MS Teams, MS Power Point & MS Excel
Process Improvement knowledge/analytical skills preferred
Ability to use quality system tools (charts, graphs, etc.)
Ability to build productive working relationships
Experience You Would Be Expected To Have
Graduate withformal, specialized, job-related training with 1-3 years related work experience
Proficiency with various software applications such as Microsoft Office 365, MS Teams, MS Power Point & MS Excel
Process Improvement knowledge/analytical skills preferred
Ability to use quality system tools (charts, graphs, etc.)
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that…
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