soft skills trainer

As a Soft Skills Trainer, designed and delivered structured training programs for new hires and existing agents. The training modules covered verbal and written communication, active listening, empathy building, customer de‑escalation, call control, professionalism, business etiquette, and stress management. Accent neutralization and cultural sensitivity sessions were conducted where required by the process.

The project involved conducting training needs analysis (TNA) through call monitoring reports, quality feedback, customer satisfaction data, and stakeholder discussions. Based on the findings, customized training strategies were developed and implemented. Learner progress was evaluated through assessments, role plays, mock calls, and post‑training performance tracking.

Close collaboration with Quality, Operations, and HR teams ensured reinforcement of learning on the floor. Continuous coaching and feedback helped drive behavioral changes, leading to improved service quality and agent confidence.