Communications Specialist

NAV India · India

About NAV

NAV Fund Services is a global fund administrator established in 1991, serving over 2,550+ clients across five continents. With a team of 3,300+ professionals and an industry-leading 99% client retention rate, NAV has built a reputation for consistency, innovation, and long-term partnerships. As part of NAV Fund Services Group, we leverage cutting-edge technology and a performance-driven culture to deliver exceptional value to our clients in hedge funds, private equity, venture capital, and other alternative investment sectors.

Role Overview:

We are looking for a Call Quality Specialist who specializes in the “human element” of fund administration services. Your primary mission is to ensure our employees maintain professional excellence during video meetings with domestic and international clients. You will blend traditional communication auditing with a modern understanding of AI-driven workflows to keep our operations seamless and sophisticated.

Key Responsibilities:

1. Video Meeting & Etiquette Auditing

• Evaluate calls for "Basic Meeting Etiquette," including professional appearance, background appropriateness, and effective use of video conferencing tools.
• Monitor verbal and non-verbal communication, ensuring employees use clear, concise, and professional language suitable for high-stakes fund administration discussions.
• Identify and coach employees on cultural communication differences when dealing with global clients to ensure inclusive and respectful interactions.

1. AI Workflow & Automation Oversight

• Oversee AI-driven automation workflows (e.g., automated meeting summaries, sentiment triggers, or task routing).
• Proactively flag instances where AI tools fail to capture context correctly or where automation breaks down, ensuring the technology supports - rather than hinders - the client experience.
• Suggest improvements to automation triggers based on common communication patterns observed during audits.

1. Strategic Coaching

• Act as a communication coach, providing one-on-one feedback to employees to improve their confidence and presence on camera.
• Ensure all communication remains within the strict boundaries of fund administration compliance and regulatory standards.

Required skillset and experience

1. Communication Specialist : Exceptional command of professional English and a keen eye for interpersonal dynamics and digital etiquette.

2. AI Literacy : Basic understanding of how AI works in a corporate setting (e.g., transcription services, automated workflows) and the ability to troubleshoot non-technical logic errors.

3. Analytical Mindset : Ability to transform qualitative observations (like "tone" or "etiquette") into actionable data and coaching points.

4. Nice to have : Basic understanding of fund administration terminology and the specific compliance requirements of the financial services industry.

5. Minimum 3 to 6 years of experience into call quality assurance.

Ideal Candidate

You are the “standard-bearer” for the company's brand. You understand that in fund administration, trust is built through professional delivery. You are tech-curious enough to manage AI tools but people focused enough to know that a machine can’t replace a perfectly timed, professional human interaction.