Communication & Cultural Skills Trainer

About the role

We are seeking a dynamic Communication & Cultural Skills Trainer to strengthen the spoken English, conversational fluency, and cultural awareness of agents in our U.S.-focused contact centre. The role works closely with Training, Operations, and Quality teams to identify communication gaps and deliver targeted learning interventions that improve customer experience.

Key responsibilities

• Design and deliver engaging training programs on spoken English, conversational fluency, and soft‑skills for customer support agents.
• Educate agents on U.S. cultural norms, holidays, seasonal events, and everyday small‑talk topics.
• Coach agents on adapting tone, idioms, phrasal verbs, and colloquial expressions to match different customer personalities.
• Conduct Voice & Accent training and accent‑neutralisation sessions as needed.
• Facilitate new‑hire onboarding, refresher courses, and continuous learning across multiple business lines.
• Run mock calls, role‑plays, simulations, and scenario‑based activities to prepare agents for real interactions.
• Partner with Quality Assurance and Operations to analyse call audits, identify communication gaps, and improve CSAT, NPS, FCR, and QA metrics.
• Track training effectiveness, produce regular performance reports, and recommend ongoing interventions.

Required profile

• Bachelor’s degree (any discipline).
• 2–5 years of experience in training, coaching, or learning‑and‑development, preferably within a BPO or contact‑centre environment.
• Strong command of spoken English and familiarity with U.S. cultural nuances.
• Excellent presentation, facilitation, and interpersonal skills.
• Ability to analyse performance data and translate insights into actionable training plans.

Required skills