The Communications Trainer upskills frontline teams across live chat and email. This role conducts diagnostic communication audits, designs practical micro-learning modules, and leads energetic refresher and ad-hoc sessions to elevate brand voice, clarity, and customer satisfaction.
Key Responsibilities
Key Responsibilities
- Training & Facilitation: Deliver targeted refresher workshops, new-hire modules, and ad-hoc sessions addressing emerging business needs, tone modulation, empathy, and de-escalation.
- Diagnostic Auditing & TNA: Sample chat and email interactions to identify communication root causes behind low CSAT or high escalations.
- Targeted Coaching: Run 1:1 and small-group sessions for bottom-quartile performers.
- Content Development: Create non-voice playbooks, scenario-based practice simulations, email blueprints, and quick-reference job aids.
- Calibration:
Partner with QA and Operations leads to align training content with quality evaluation rubrics.
Skill Requirements
Requirements
- Experience: 3+ years in CX operations with 2+ years as a dedicated Non-Voice Trainer or Comms Coach.
- Domain Skills: Mastery of live chat dynamics (concurrency, handling hold times) and structured email etiquette (conciseness, technical clarity).
- Communication: Exceptional written English proficiency (grammar, syntax, tone, and active listening).
- Instructional Knowledge: Grounded in adult learning principles, interactive facilitation, and training effectiveness measurement.
Must Have Skill
Verbal Communication
Good to Have Skill
Other Requirements
Success Metrics
- Pre- vs. post-training quality score improvements.
- Cohort CSAT lift and escalation rate reduction post-intervention.
- Agent ramp-to-proficiency time for non-voice channels.
- Training satisfaction and engagement scores (>85% positive).
📌 Senior Process Associate (India)
🏢 HCLTech
📍 India
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