Communication Trainer

Communication
Remote
September 9, 2026
Full Time
Application ends: December 8, 2026
Apply Now

Job Description

Responsibilities

  • Deliver engaging training programs on spoken English, conversational fluency, communication, and soft skills tailored to customer support environments.
  • Develop agents’ understanding of U.S. culture, customer expectations, communication styles, and conversational norms.
  • Train agents on:
  • Regional nuances and tone preferences.
  • U.S. holidays and seasonal events such as Thanksgiving and Black Friday.
  • Common lifestyle topics, weather-related conversations, and appropriate small talk.
  • Customer expectations and behavioral patterns.
  • Coach agents on customer profiling and adapting their communication style based on customer personality, needs, and situation.
  • Improve agents’ ability to use idioms, phrasal verbs, colloquial language, and natural conversational expressions commonly used by U.S. customers.
  • Conduct Voice & Accent (V&A) training and accent neutralization programs where required.
  • Deliver new-hire onboarding, refresher training, and continuous learning sessions across multiple business lines.
  • Conduct mock calls, role plays, simulations, and scenario-based activities to prepare agents for real-world customer interactions.
  • Partner with Quality Assurance and Operations teams to identify communication gaps affecting CSAT, NPS, FCR, and Transactional QA performance.
  • Analyze call audits and quality findings to provide targeted communication and behavioral coaching.
  • Support bottom-quartile (Q4) agent improvement initiatives through customized coaching and development plans.
  • Track training effectiveness and provide regular reports on learning outcomes, behavioral changes, and performance improvements.
  • Identify recurring communication challenges and recommend appropriate training interventions.
  • Maintain a strong understanding of U.S. customer expectations and evolving communication trends.
  • Collaborate with Training, Operations, QA, and Leadership teams to continuously improve customer experience.
  • Perform other duties and responsibilities as assigned by the Department Head and/or designated representatives.

What We’re Looking For

  • Bachelor’s degree in English, Communications, Training & Development, or a related field.
  • 2–5 years of experience as a Communication Trainer, Soft Skills Trainer, Voice & Accent Trainer, or similar role within a BPO/contact center environment.
  • Experience supporting U.S. processes/customers is strongly preferred.
  • Excellent command of spoken and written English.
  • Neutral or Americanized English accent with strong pronunciation and articulation skills.
  • Strong knowledge of U.S. culture, customer behavior, communication styles, and workplace/customer service expectations.
  • Hands-on expertise in Voice & Accent, pronunciation, grammar, conversational English, and communication coaching.
  • Understanding of contact center/customer experience metrics such as CSAT, NPS, FCR, and QA scores.
  • Strong facilitation, presentation, storytelling, and classroom management skills.
  • Excellent coaching and mentoring capabilities with the ability to provide constructive, actionable feedback.
  • Ability to influence behavioral change and work effectively with agents across different performance levels.
  • Comfortable working in a fast-paced, high-volume BPO/contact center environment.
  • Willingness to work in shifts aligned with U.S. time zones.

Key Competencies

  • Communication Excellence
  • Conversational English & Storytelling
  • Cultural Intelligence
  • Customer Empathy
  • Voice & Accent Coaching
  • Coaching & Mentoring
  • Facilitation & Presentation
  • Adaptability & Situational Awareness
  • Analytical & Problem-Solving Skills
  • Behavioral Coaching
  • Stakeholder Collaboration
  • Performance Improvement
  • Adult Learning Principles
  • Instructional Design

Preferred Qualifications

Candidates with any of the following will have an added advantage:

  • Certification in Training, Coaching, Voice & Accent, or Train-the-Trainer.
  • Experience in Instructional Design or Adult Learning.
  • Experience designing communication improvement programs based on QA and operational data.
  • Experience handling bottom-quartile/high-opportunity agent development programs.
  • Exposure to multiple U.S.-based customer service processes

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
#GraphicDesignJobsOnline
#WebDesignRemoteJobs
#FreelanceGraphicDesigner
#WorkFromHomeDesignJobs
#OnlineWebDesignWork
#RemoteDesignOpportunities
#HireGraphicDesigners
#DigitalDesignCareers
# Dynamicbrand guru