Communication trainer - International Voice

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 :