Communication Trainer

About the role

We are looking for a Communication Trainer to deliver and enhance voice‑and‑accent, American culture and communication, language neutralisation and active‑listening training for new agents in a healthcare BPO environment. The role supports onboarding, coaching and performance readiness of agents handling medical billing, claims and patient care.

Key responsibilities

• Deliver foundational Voice & Accent, American Culture & Communication, language neutralisation and active‑listening training for onboarding batches.
• Tailor and update training modules to reflect healthcare industry terminology, HIPAA compliance and empathetic patient‑provider interactions.
• Conduct Training Needs Analysis across operations to identify communication bottlenecks, accent barriers and quality trends.
• Provide group and one‑on‑one coaching for under‑performing agents, focusing on tone, clarity and phrasing.
• Support new trainees during the nesting phase by monitoring live calls, giving immediate feedback and ensuring KPI readiness before hand‑off to operations.
• Track, evaluate and report trainee progress, call metrics and batch performance to operations stakeholders and training management.

Required profile

• Minimum 1 year of hands‑on experience as a Voice & Accent or Communications Trainer in a BPO setting.
• At least 2 years of overall agent or operational experience on a healthcare BPO account (medical billing, claims, provider relations, patient care or health insurance).
• Excellent written and spoken English with a neutral accent and professional tone.
• Proven facilitation skills for adult learners and classroom management.
• Willingness to work full‑time on‑site in Alabang, Muntinlupa and to cover night shifts, rotating schedules and Philippine holidays as required.

Required skills