Responsible for language & soft skills, Support training for frontline support engineers in language & soft skills as per standards set by the client, Responsible for identifying performance gaps in the area of language & soft skills, Come up with a suitable training strategy & implement the same through training & coaching, Provide leadership for transaction monitoring process, Responsible for devising & implementing a measurement system for language effectiveness level from entry to exit, Calibrating & certifying, Voice Trainers & Soft Skill Trainers, Conduct ‘Train the Trainer” programs, Develop Content using ID Principles (Instructor Guide, Student Guide, Exercise Book, Presentation & Knowledge Measure), Prepare and deliver tailor-made courses as & when required.