Communication Coach

About the role

HCLTech is seeking a Communication Coach to elevate the quality of customer interactions across phone, chat, and email channels. You will assess and improve the communication skills of Service Desk representatives, ensuring compliance with standards and delivering exceptional customer experiences.

Key responsibilities

• Conduct soft‑skill and language quality reviews of inbound and outbound customer interactions.
• Audit communications for professionalism, accuracy, and compliance.
• Document performance, identify improvement opportunities, and provide coaching feedback.
• Analyze trends and contribute to weekly/monthly quality reports.
• Collaborate with Team Leaders and Managers to uphold quality standards.
• Support training initiatives, mentor new hires, and develop job aids.
• Participate in meetings, projects, and continuous‑improvement activities.

Required profile

• Excellent verbal and written English communication skills.
• Strong coaching, mentoring, and feedback delivery abilities.
• 4+ years of experience in Quality Assurance, Communication Coaching, Training, or a related field.
• Experience in a Service Desk, Contact Center, or BPO environment (preferred).
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent interpersonal and stakeholder‑management skills.

Required skills

• Proficiency in Microsoft Office applications and reporting tools.

What we offer

• Opportunity to shape high‑performing customer service professionals.
• Collaborative, people‑focused work environment.
• Access to continuous learning and career development.
• Direct impact on customer experience and service excellence.