It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities
Deliver training on spoken English, conversational fluency, and soft skills tailored to customer support settings
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 scores
Support bottom quartile (Q4) agent improvement programs with customized training plans
Deliver mock calls, role plays, and scenario-based training for real-world customer interactions
Track training effectiveness and provide reports on behavioral and performance improvements
Experience working with diverse teams in a quick-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)
Robust understanding of U.S. culture, customer behavior, and communication expectations
Expertise in voice & accent training, grammar,

📌 Communications Skills Coach Hyderabad
🏢 VXI Global Solutions
📍 Hyderabad