Communications Trainer
Core
Assessing process knowledge and skills during interviews, conducting training needs analyses, developing training materials, facilitating on-the-job language coaching, and assessing coaching outcomes.
Role type
Communications Trainer (Language & Soft Skills)
Builds
Communication and language capabilities for employees in back-office and customer-facing environments across voice, chat, and email channels.
Domain
Business Process Services (BPS) / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Training needs analysis, curriculum design, interview assessment, on-the-job coaching, performance metrics analysis (NPS, CSAT, sales conversion), training MIS reporting, customer service principles, Microsoft Office proficiency
Preferred skills
Voice and accent training experience, call centre environment experience, IELTS certification at an advanced level
Responsibilities
Partner with hiring managers to assess candidates' communication proficiency, identify training needs across the business, design and deliver communication and soft-skills training programmes, conduct coaching sessions, evaluate communication quality, and measure training effectiveness through performance indicators.
Seniority
Mid-level, hands-on IC
