Communications Trainer

About the role

The Communications Trainer will elevate employee communication capabilities across the organization. You will design and deliver targeted programs that improve verbal, written, and customer‑facing interactions, supporting higher service quality and employee confidence.

Key responsibilities

• Facilitate communication training for new hires and seasoned staff across multiple business units.
• Deliver sessions on English proficiency, grammar, pronunciation, accent neutralisation, active listening, empathy, business writing and professional etiquette.
• Conduct assessments to pinpoint skill gaps and create personalised development plans.
• Develop and maintain facilitator guides, presentations, job aids and other learning resources.
• Provide one‑on‑one coaching and constructive feedback to enhance customer interactions.
• Collaborate with Operations, Quality Assurance and L&D teams to align training with business goals and client expectations.
• Analyse quality scores, customer feedback and performance metrics to identify improvement opportunities.
• Support onboarding, refresher, upskilling and calibration sessions using classroom, virtual and blended formats.
• Track trainee progress, evaluate training effectiveness and recommend continuous improvements.

Required profile

• Bachelor’s degree in Education, English, Communications, Human Resources, Business Administration or a related field.
• 2–4 years of experience in communications, language or customer‑service training within a BPO, shared‑services or corporate environment.
• Proven ability to deliver classroom, virtual and one‑on‑one coaching sessions.
• Excellent command of English, both spoken and written.
• Training certifications (e.g., Train‑the‑Trainer) are a plus.

Required skills

• Microsoft Office