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 :<ul><li>Ensure all quality assurance and feedback activities, i.e. call monitoring, email, reviews, and feedback are conducted accurately and on time to set KPIs.</li><li>Ensure key learning interventions are carried out for all incoming requests by Quality team triggered by complaints.</li><li>Track and update L&amp;D QA databases and trackers to ensure data is collated and entered accurately to facilitate dashboard and reporting.</li><li>Liaise with Department heads to ensure that identified personnel are released and deliver sessions as per agreed schedule in a timely basis.</li><li>Provide weekly updates on progress of agents regarding their language and communication development to Learning &amp; Development Manager.</li><li>Develop, design, and deliver English language workshops on communication and writing for new hires and tenured associates.</li><li>Develop teaching aids, manuals, procedures, written exercises, and visual presentations for workshops.</li><li>Work proactively to determine opportunities for new training modules or to anticipate training needs based on business objectives.</li></ul> Requirement &amp; Experience<ul><li>Essential to possess a Language/communication certification from a reputable institute.</li><li>At least 1 year of proven experience in delivering communication training.</li><li>Ability to successfully prioritize key deliverables and able to multitask.</li><li>Possesses a pleasing personality and able to relate to employees at all levels of the organization.</li><li>Attention to detail and excellent listening skills is a must.</li><li>Excellent grasp of the English Language with fluency in reading, writing, and speaking is a must.</li><li>Knowledge of mortgage servicing, property transactions, and property law will be advantageous but not compulsory.</li><li>Excellent communication, both written and oral, presentation skills, and interpersonal skills is a must.</li><li>Inquisitive, a problem-solver, possessing an analytical mind-set, with superior organization skills, and excellent follow-up skills required.</li><li>Responsive and flexible, open to change, with a positive can-do attitude required.</li><li>Ability to work to shift times. Current shift - 11.00 am to 7.30 pm (subject to operational requirements).</li></ul>