Communications Trainer

The role partners with Operations, Quality, and Learning & Development teams to improve customer experience, employee confidence, and overall communication effectiveness.

• Facilitate communication training programs for new hires and tenured employees across multiple business units.
• Deliver training on English language proficiency, grammar, pronunciation, accent neutralization, active listening, empathy, business writing, and professional communication.
• Conduct communication assessments to identify skill gaps and recommend targeted development plans.
• Develop, update, and maintain training materials, facilitator guides, presentations, job aids, and learning resources.
• Provide individualized coaching and constructive feedback to improve communication effectiveness and customer interactions.
• Collaborate with Operations, Quality Assurance, and Learning & Development teams to align training initiatives with business goals and client expectations.
• Analyze quality scores, customer feedback, and performance metrics to identify communication improvement opportunities.
• Support onboarding, refresher training, upskilling initiatives, and communication calibration sessions.
• Facilitate classroom, virtual, and blended learning sessions using adult learning methodologies.
• Monitor trainee progress, evaluate training effectiveness, and recommend continuous improvements to learning programs.
• Maintain accurate training documentation, attendance records, and certification results.
• Stay current on communication best practices, customer service trends, and organizational initiatives.

• Bachelor's degree in Education, English, Communications, Human Resources, Business Administration, or a related field.
• Minimum of 2–4 years of experience in communications training, language training, learning and development, or customer service training within a BPO, shared services, or corporate environment.
• Experience delivering classroom, virtual, and one-on-one coaching sessions.
• Excellent command of the English language with strong verbal and written communication skills.
• Experience in customer service, quality assurance, or operations is an advantage.
• Training certifications (e.g., Train-the-Trainer or equivalent) are preferred but not required.

• Exceptional English communication skills (verbal and written)
• Public speaking and facilitation
• Adult learning principles and instructional design
• Coaching and performance development
• Active listening and interpersonal skills
• Grammar, pronunciation, and business writing expertise
• Stakeholder management and collaboration
• Analytical thinking and performance evaluation
• Time management and organizational skills
• Proficiency in Microsoft Office Suite and Learning Management Systems (LMS)
• Ability to engage diverse audiences and adapt training methods to different learning styles

• Improvement in communication assessment and certification scores
• Increased customer satisfaction and quality performance
• Reduction in communication-related errors and escalations
• Positive learner and stakeholder feedback
• Improved production readiness for new hires
• Effective adoption of communication best practices across teams
• Timely delivery of training programs and completion of learning objectives