It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Essential Duties & Responsibilities
- Deliver training on spoken English, conversational fluency, and soft skills tailored to customer support environments
- Coach agents on U.S. cultural awareness, including:
- Customer expectations and communication styles
- Regional nuances and tone preferences · Awareness of U.S. holidays and seasonal events (e.g., Thanksgiving, Black Friday, etc.)
- Common lifestyle habits, weather-related conversations, and small talk
- Train in customer profiling techniques to adapt communication style based on customer type and situation
- Improve agent capability in using idioms, phrasal verbs, and natural expressions commonly used by U.S. customers
- Conduct accent neutralization and voice & accent (V&A) training where required
- Run onboarding, refresher, and continuous learning sessions for agents across business lines
- Partner with QA and Operations to identify communication gaps impacting CSAT, NPS, and FCR
- Analyze call audits and provide targeted coaching to improve Transactional QA scores
- Support bottom quartile (Q4) agent improvement programs with customized training plans
- Deliver mock calls, role plays, and scenario-based training for real-world customer interactions
- Track training effectiveness and provide reports on behavioral and performance improvements
- Experience working with diverse teams in a fast-paced environment
Education & Experience
- Bachelor’s degree in communications, English, Training & Development, or related field
- 2–5 years of experience as a communication/soft skills trainer in a BPO/contact center (US process preferred)
- Excellent command of spoken and written English (neutral or Americanized accent preferred)
- Strong understanding of U.S. culture, customer behavior, and communication expectations
- Expertise in voice & accent training, grammar, and pronunciation coaching · Familiarity with customer experience metrics (CSAT, NPS, FCR, QA) · Strong facilitation, presentation, and coaching skills ·
- Ability to provide constructive feedback and drive behavioral changes
- Fast-paced contact center/BPO environment supporting U.S. customers
- Collaboration with Operations, QA, Training, and Leadership teams
- Flexible shifts aligned with U.S. time zones
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
