Job description
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!