Senior Communication Coach – Trainer

About the role

The Communication Coach (Senior Trainer) designs and delivers targeted communication diagnostics, continuous education, and calibrated coaching to frontline customer experience specialists. The focus is on voice, accent, English grammar, email, live‑chat communication, and soft‑skill mastery to ensure elite‑tier empathy and clarity for cross‑border remittance customers.

Key responsibilities

• Facilitate new‑hire language and cultural training, conducting gating assessments to spot communication friction early.
• Provide intensive nesting floor coaching using specialized AI‑driven role‑play tools and focused 15‑minute huddles.
• Lead language, cultural alignment, and de‑escalation bootcamps during the four‑week onboarding period.
• Develop and deliver high‑impact Instructor‑Led Training (ILT), single‑page job aids, micro‑quizzes, and role‑play scripts for continuous education.
• Coach agents on compliance and risk mitigation topics such as active listening during fraud verification, empathetic delivery of hard refusals, and structured account security explanations.
• Monitor performance metrics and provide side‑by‑side and asynchronous coaching to ensure consistent quality.
• Collaborate with quality and operations teams to identify and resolve communication friction points.

Required profile

• Proven experience training or coaching frontline customer service agents, preferably in a call‑center or fintech environment.
• Strong command of English (grammar, accent, written communication) with the ability to teach language skills.
• Analytical mindset to translate communication data into effective training programs.
• Excellent interpersonal skills for delivering constructive feedback.
• Comfortable using AI‑driven role‑play tools and digital learning platforms.

Required skills

• AI-driven role‑play tools

What we offer

• Competitive compensation package
• Medical, dental, and vision benefits
• Opportunities for rapid career growth within a fast‑growing global company