Job Title

Designation : Communication TrainerLocation: Gurugram, HaryanaResponsibilities:- 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