Communication and Language Trainer

The position will be responsible for developing high levels of call quality, communication, and language competencies across all departments at Muve via a process of continuous monitoring, feedback sessions and delivery of language training. The position requires collaboratively working with various stakeholders to deliver call coaching, Language and Email training interventions.

Job Responsibilities :

• Ensure all quality assurance and feedback activities, i.e. call monitoring, email, reviews, and feedback are conducted accurately and on time to set KPIs.
• Ensure key learning interventions are carried out for all incoming requests by Quality team triggered by complaints.
• Track and update L&D QA databases and trackers to ensure data is collated and entered accurately to facilitate dashboard and reporting.
• Liaise with Department heads to ensure that identified personnel are released and deliver sessions as per agreed schedule in a timely basis.
• Provide weekly updates on progress of agents regarding their language and communication development to Learning & Development Manager.
• Develop, design, and deliver English language workshops on communication and writing for new hires and tenured associates.
• Develop teaching aids, manuals, procedures, written exercises, and visual presentations for workshops.
• Work proactively to determine opportunities for new training modules or to anticipate training needs based on business objectives.

Requirement & Experience

• Essential to possess a Language/communication certification from a reputable institute.
• At least 1 year of proven experience in delivering communication training.
• Ability to successfully prioritize key deliverables and able to multitask.
• Possesses a pleasing personality and able to relate to employees at all levels of the organization.
• Attention to detail and excellent listening skills is a must.
• Excellent grasp of the English Language with fluency in reading, writing, and speaking is a must.
• Knowledge of mortgage servicing, property transactions, and property law will be advantageous but not compulsory.
• Excellent communication, both written and oral, presentation skills, and interpersonal skills is a must.
• Inquisitive, a problem-solver, possessing an analytical mind-set, with superior organization skills, and excellent follow-up skills required.
• Responsive and flexible, open to change, with a positive can-do attitude required.
• Ability to work to shift times. Current shift - 11.00 am to 7.30 pm (subject to operational requirements).