Communication Trainer – Customer Experience Coach

About the role

We are seeking a Communication Trainer to monitor agent calls, identify coaching and learning needs, and deliver training that improves soft‑skill performance and overall customer experience. The role involves one‑on‑one coaching, group learning sessions, and supporting the Customer Experience (CE) team.

Key responsibilities

• Monitor calls of agents to pinpoint behaviors and soft‑skill gaps.
• Conduct one‑on‑one coaching sessions to develop ideal customer‑experience behaviors.
• Lead learning sessions on customer experience for agents and support staff (e.g., AMs).
• Develop training materials and deliver Foundation Skills Training (FST) as required.
• Assist CE AM/LAM in preparing and delivering learning and development sessions.
• Gather, measure, and analyse data to evaluate the effectiveness of CE projects.
• Interview agents to assess communication skills and trainability.
• Maintain client confidentiality and adhere to company policies.
• Foster a positive work environment by recognising contributions and offering assistance.
• Ensure compliance with internal policies, external regulations, and information‑security standards.
• Conduct new‑hire inductions to introduce company culture and role expectations.

Required profile

• Minimum 1 year experience in Foundation Skills or Product Training and/or Quality in a BPO setting.
• At least 2 years overall BPO experience.
• Completed at least the second year of college education.
• Pass a language assessment at B2 level (CEFR).
• Open to SMEs, Trainers, or Quality Analysts.

Required skills