SD Communication Coach(Quality Controller / Auditor Communication Coac

Job Title

Quality Controller Auditor Communication Coach Level 1 IT Service Desk 247

Role Summary

The Quality Controller Auditor Communication Coach is responsible for ensuring consistent service quality process adherence and superior customer communication across a 247 Level 1 IT Service Desk The role combines quality audits defect analysis and communication coaching to improve customer experience compliance and operational excellence across calls emails chats and tickets

This role works closely with Service Desk Analysts Team Leads SMEs and Operations Managers to drive continuous improvement through structured feedback training interventions and quality governance

Key Responsibilities

1 Quality Audits Compliance

Conduct end to end quality audits for calls chats emails and tickets against defined quality frameworks and SLAs

Evaluate adherence to

Incidentrequest handling processes

Documentation standards and resolution notes

Knowledge Base KB usage and attachment

Categorization and prioritization accuracy

Identify critical major and minor defects and ensure consistent scoring methodology

Maintain unbiased and standardized audit practices across all shifts and queues in a 247 environment

Support internal and external audits governance reviews and compliance assessments

2 Communication Soft Skills Coaching

Assess communication effectiveness including

Professionalism tone empathy and clarity

Grammar pronunciation and articulation

Customer education and expectation setting

Deliver 11 coaching sessions and group workshops focused on

Call handling etiquette

Email and chat writing standards

De escalation techniques and customer confidence building

Create communication improvement plans for agents with recurring quality or customer experience gaps

3 Feedback RCA Continuous Improvement

Provide structured and actionable feedback to analysts and team leads after audits

Perform Root Cause Analysis RCA on recurring defects and quality trends

Recommend corrective and preventive actions CAPA and track their effectiveness

Partner with training and operations teams to align quality findings with learning plans

Participate in weeklymonthly quality reviews calibration sessions and governance calls

4 Reporting Quality Governance

Maintain centralized quality dashboards and reports highlighting

Audit volumes and coverage

Defect trends and top improvement areas

Overall quality scores and MoM performance

Share insights with stakeholders to support data driven decisions

Support continuous enhancement of audit checklists scoring models and quality frameworks to keep them relevant and effective

Required Skills Competencies

Technical Process Skills

Strong understanding of ITIL based Service Desk operations Incident Request SLA Priority

Experience auditing Level 1 IT support interactions across voice and digital channels

Familiarity with Service Desk tools eg ServiceNow or equivalent

Ability to work effectively in a 247 shift based environment

Communication Coaching Skills

Excellent verbal and written English communication skills

Proven coaching capability with the ability to influence behaviour change

Strong interpersonal skills to deliver feedback constructively and professionally

Analytical Behavioural Skills

High attention to detail and strong analytical mindset

Ability to identify patterns trends and systemic gaps

Stakeholder management and collaboration skills

High integrity objectivity and confidentiality

Education Experience

3 to 6 years of experience in

IT Service Desk operations or

Quality assurance auditing or service quality roles in a support environment

ITIL Foundation certification preferred

Quality audit or communication training certifications are an added advantage

Key Success Metrics

Improvement in overall quality scores and reduction in repeat defects

Measurable enhancement in customer communication and satisfaction indicators

Timely completion of audits with effective feedback closure

Positive impact of coaching and training interventions on agent performance

Skills

Mandatory Skills : Quality Management