Job Description Soft Skills Trainer (Healthcare BPO)

Role Summary

We are looking for an experienced Soft Skills Trainer to train and coach customer support agents on communication skills, call handling, and professional customer interaction in a healthcare BPO environment. The role focuses on improving call quality, customer experience, and overall communication standards across the call center team.

Key Responsibilities

• Deliver training on communication skills, call handling, voice & accent, empathy, and customer service etiquette
• Conduct new hire training and refresher training for existing agents
• Monitor calls and provide feedback and coaching to improve call quality
• Work closely with Operations and QA teams to improve AHT, TAT, and Quality scores
• Conduct one-on-one coaching sessions for agents requiring improvement
• Develop training materials, call scripts, and role-play exercises
• Support in building a customer-centric culture in the call center

Experience & Skills Required

• 35 years of experience in Soft Skills / Communication / Voice & Accent Training in BPO or Healthcare BPO
• Strong communication skills in English and Hindi (Telugu preferred)
• Good understanding of call center metrics AHT, TAT, QA
• Experience in training customer service or call center teams
• Good presentation and coaching skills

Preferred Experience

• Experience in Healthcare BPO / Patient Support / RCM / Appointment Scheduling
• Experience in call quality improvement programs
• Ability to work in a 24x7 shift environment