Summary
- A dynamic Communication & Cultural Skills Trainer to enhance the effectiveness of customer interactions in a high-volume contact center supporting U.S.-based customers.
- This role focuses on improving agents spoken communication, cultural awareness, and conversational confidence to drive better customer experience outcomes across broadband technical support, prepaid telecom services, Healthcare, retention, sales, and food delivery services.
Essential Duties & Responsibilities
- Deliver training on spoken English, conversational fluency, and soft skills tailored to customer support environments
- Coach agents on U.S. cultural awareness, including
- Customer expectations and communication styles
- Regional nuances and tone preferences
- Awareness of U.S. holidays and seasonal events (e.g., Thanksgiving, Black Friday, etc.
- Common lifestyle habits, weather-related conversations, and small talk
- Train in customer profiling techniques to adapt communication style based on customer type and situation
- Improve agent capability in using idioms, phrasal verbs, and natural expressions commonly used by U.S. customers
- Conduct accent neutralization and voice & accent (V&A) training where required
- Run onboarding, refresher, and continuous learning sessions for agents across business lines
- Partner with QA and Operations to identify communication gaps impacting CSAT, NPS, and FCR
- Analyze call audits and provide targeted coaching to improve Transactional QA score
- Support bottom quartile (Q4) agent improvement programs with customized training plan
- Deliver mock calls, role plays, and scenario-based training for real-world customer interaction
- Track training effectiveness and provide reports on behavioral and performance improvement
- Experience working with diverse teams in a fast-paced environment
Education & Experience
- Bachelor's degree in communications, English, Training & Development, or related field
- 2–5 years of experience as a communication/soft skills trainer in a BPO/contact center (US process preferred)
- Excellent command of spoken and written English (neutral or Americanized accent preferred)
- Strong understanding of U.S. culture, customer behavior, and communication expectations
- Expertise in voice & accent training, grammar, and pronunciation coaching
- Familiarity with customer experience metrics (CSAT, NPS, FCR, QA)
- Strong facilitation, presentation, and coaching skills
- Ability to provide constructive feedback and drive behavioral changes
- Fast-paced contact center/BPO environment supporting U.S. customers
- Collaboration with Operations, QA, Training, and Leadership teams
- Flexible shifts aligned with U.S. time zones
Key Competencies
- Communication excellence and storytelling
- Cultural intelligence and empathy
- Coaching and mentoring ability
- Adaptability and situational awareness
- Analytical thinking (linking behavior to performance metrics)
- Certification in training, coaching, or voice & accent (e.g., Train-the-Trainer)
- Familiarity with adult learning principles and instructional design
