About this role
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!