SD Communication Coach(Quality Controller / Auditor Communication Coac

Alike Thoughts; Bengaluru, Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Alike Thoughts is seeking a Quality Controller Auditor Communication Coach Level 1 for a 24/7 IT Service Desk in Bengaluru. The role ensures consistent service quality, process adherence, and superior customer communication across calls, chats, emails, and tickets.

The incumbent will conduct audits, provide coaching, and drive continuous improvement with governance reviews, training interventions, and data-driven insights to enhance customer experience and operational excellence.

Qualifications

• 3–6 years in IT Service Desk ops or QA/audit roles
• Quality audit or communication training is a plus
• Strong ITIL-based service desk understanding

Responsibilities

• Perform end-to-end quality audits for calls, chats, emails, and tickets
• Provide structured feedback and coaching to agents and team leads
• Develop and maintain quality governance, dashboards, and checklists
• Conduct RCA on recurring defects and track CAPA effectiveness
• Lead coaching sessions and workshops to improve customer communication

Skills

Quality audits

Coaching delivery

ITIL knowledge

Stakeholder mgmt

Root cause analysis

Data-driven decisions

Tools

ServiceNow

Job description

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
  • 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
  • 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

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
• 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 highlighted with ‘‘ are preferred keyskills