Communication Quality & Coaching Trainer

Job Title: Communication Quality & Coaching Trainer – Customer Service (L1 & L2)

Job Type: 3 to 6 months, Freelance Contract

Location: Vadodara

Role Purpose:

The Communication Quality & Coaching Trainer will be responsible for monitoring and auditing customer service calls for L1 and L2 agents with a strong focus on communication effectiveness. The role aims to improve language clarity, tone, empathy, structure, confidence, and customer handling through structured feedback, coaching, and mentoring.

Key Responsibilities – Call Monitoring & Communication Audits

• Monitor and audit voice calls for L1 and L2 customer service agents

• Evaluate communication quality including clarity, tone, empathy, listening, questioning, and conversation flow

• Identify communication gaps, language patterns, and recurring behavioural issues

• Maintain c...