Communication Coach

About the role

The Communication Coach will evaluate and improve the quality of customer interactions across phone, chat and email channels. Working onsite in Colombo, you will support representatives by providing coaching, feedback and training to enhance communication standards.

Key responsibilities

• Conduct quality audits of phone, chat, and email interactions to assess communication skills, customer experience and compliance.
• Provide coaching, feedback, mentoring and training to help representatives improve performance.
• Analyze audit findings, identify trends and contribute to performance reporting and improvement initiatives.
• Collaborate with Team Leaders and Managers to coordinate audits, ensure guideline adherence and support performance assessments.
• Maintain knowledge of policies, procedures and benefits, and develop job aids and tools to enhance interaction quality.
• Participate in meetings, special projects and other activities as assigned by management.

Required profile

• 4+ years of experience reviewing telephone, chat and email interactions for soft‑skills and language quality.
• Strong coaching, mentoring and feedback delivery abilities.
• Ability to identify performance trends, prepare audit findings and reports.
• Good knowledge of organizational policies, procedures, guidelines and compliance requirements.
• Understanding of professional communication standards and customer interaction best practices.
• Effective collaboration with Team Leaders, Managers and representatives.

Required skills