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 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
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 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)
* Robust understanding of U.S. culture, customer behavior, and communication
expectations
* Expertise in voice & accent training, gramma