Job Description
Designation : Communication Trainer
Location: Gurugram, Haryana
Responsibilities:
- Establish and maintain professional credibility through excellent verbal and written communication, training presentation, and facilitation skills.
- Deliver communication, soft skills, voice & accent, and customer service/sales training to new hires (NHT batches) and on-floor associates.
- Conduct refresher training sessions, ensuring continuous improvement in communication and performance metrics.
- Perform call auditing, feedback, and side-by-side coaching to enhance quality and agent performance.
- Conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) in collaboration with the Quality and Operations teams to identify gaps and define development plans.
- Design, develop, and update training modules, job aids, and learning materials within timelines and budget constraints.
- Use analytical and decision-making skills to assess performance gaps and recommend targeted learning interventions.
- Ensure alignment of all training content with business objectives, brand tone, and customer experience standards.
- Manage training projects end-to-end, ensuring timely completion and measurable business outcomes.
- Apply adult-learning principles, effective classroom management, and innovative facilitation techniques to make sessions engaging and outcome-oriented.
- Organize, plan, and implement monthly cyclic activities including refresher training, KPTs, and dip checks.
- Support the Quality and Operations teams in improving customer handling, sales conversions, and communication etiquette.
- Participate in strategic planning sessions to design learning & development roadmaps and skill enhancement strategies.
- Maintain accurate records of training attendance, performance, and post-training improvement metrics.
- Stay updated with evolving trends in communication, sales, and customer experience to continuously enhance training delivery.
Qualifications:
- Graduate/Postgraduate degree in English, Communication, Humanities, or related field. Certifications like TTT (Train the Trainer) or Voice & Accent Certification preferred.
Required Skills:
- Minimum 2 years of experience as a Voice & Accent / Communication Trainer or L&D professional within a US/Canada BPO/ITES setup.
- Strong knowledge of customer service and sales processes, with the ability to translate that into training content and delivery.
- Excellent communication, facilitation, and presentation skills with proven classroom engagement experience.
- Proficiency in MS Office Suite (especially PowerPoint); exposure to e-learning tools or LMS is an asset.
- Ability to identify and bridge communication skill gaps to improve performance outcomes.
- Analytical and critical thinking skills for assessing performance data and designing learning interventions.
- Experience coordinating training schedules, outlines, and lesson plans independently.
- A team player who is supportive, flexible, and proactive in taking ownership of results.
- Highly organized, detail-oriented, patient, and action-driven, with the ability to work across teams.
- Open to working on shifting schedules and holidays, as per training or business requirements.
- Understanding of effective teaching methodologies, sales psychology, consumer behavior, and technology-driven communication will be an added advantage.
Preferred Skills:
- Experience in coordinating training schedules, outlines, and lesson plans independently.
Pay range and compensation package:
- Salary – upto 65k
- Meal/Refreshments
- 5 Days Working – US Shifts – Rotational Shift & Week Offs
- Both Side Cabs
Location: Gurugram, Haryana
Responsibilities:
- Establish and maintain professional credibility through excellent verbal and written communication, training presentation, and facilitation skills.
- Deliver communication, soft skills, voice & accent, and customer service/sales training to new hires (NHT batches) and on-floor associates.
- Conduct refresher training sessions, ensuring continuous improvement in communication and performance metrics.
- Perform call auditing, feedback, and side-by-side coaching to enhance quality and agent performance.
- Conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) in collaboration with the Quality and Operations teams to identify gaps and define development plans.
- Design, develop, and update training modules, job aids, and learning materials within timelines and budget constraints.
- Use analytical and decision-making skills to assess performance gaps and recommend targeted learning interventions.
- Ensure alignment of all training content with business objectives, brand tone, and customer experience standards.
- Manage training projects end-to-end, ensuring timely completion and measurable business outcomes.
- Apply adult-learning principles, effective classroom management, and innovative facilitation techniques to make sessions engaging and outcome-oriented.
- Organize, plan, and implement monthly cyclic activities including refresher training, KPTs, and dip checks.
- Support the Quality and Operations teams in improving customer handling, sales conversions, and communication etiquette.
- Participate in strategic planning sessions to design learning & development roadmaps and skill enhancement strategies.
- Maintain accurate records of training attendance, performance, and post-training improvement metrics.
- Stay updated with evolving trends in communication, sales, and customer experience to continuously enhance training delivery.
Qualifications:
- Graduate/Postgraduate degree in English, Communication, Humanities, or related field. Certifications like TTT (Train the Trainer) or Voice & Accent Certification preferred.
Required Skills:
- Minimum 2 years of experience as a Voice & Accent / Communication Trainer or L&D professional within a US/Canada BPO/ITES setup.
- Strong knowledge of customer service and sales processes, with the ability to translate that into training content and delivery.
- Excellent communication, facilitation, and presentation skills with proven classroom engagement experience.
- Proficiency in MS Office Suite (especially PowerPoint); exposure to e-learning tools or LMS is an asset.
- Ability to identify and bridge communication skill gaps to improve performance outcomes.
- Analytical and critical thinking skills for assessing performance data and designing learning interventions.
- Experience coordinating training schedules, outlines, and lesson plans independently.
- A team player who is supportive, flexible, and proactive in taking ownership of results.
- Highly organized, detail-oriented, patient, and action-driven, with the ability to work across teams.
- Open to working on shifting schedules and holidays, as per training or business requirements.
- Understanding of effective teaching methodologies, sales psychology, consumer behavior, and technology-driven communication will be an added advantage.
Preferred Skills:
- Experience in coordinating training schedules, outlines, and lesson plans independently.
Pay range and compensation package:
- Salary – upto 65k
- Meal/Refreshments
- 5 Days Working – US Shifts – Rotational Shift & Week Offs
- Both Side Cabs
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