Communication & Cultural Skills Trainer

VXI Global Solutions Llc; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

VXI Global Solutions Llc is seeking a dynamic Communication & Cultural Skills Trainer to enhance customer interactions across our U.S.-based contact center operations from Hyderabad. You will lead programs to improve spoken English, conversational fluency, cultural awareness, confidence, and customer-handling skills.

You will collaborate with Training, Operations, and Quality teams to identify gaps, deliver targeted learning interventions, and drive measurable improvements in CSAT, NPS, and QA

Qualifications

• Graduation/Bachelors degree is mandatory.
• Degree in English, Communications, Training & Development, or a related field is preferred.
• 2–5 years of experience as a Communication Trainer, Soft Skills Trainer, Voice & Accent Trainer, or similar role within a BPO/contact center environment.

Responsibilities

• Deliver engaging training programs on spoken English, conversational fluency, communication, and soft skills tailored to customer support environments.
• Develop agents understanding of U.S. culture, customer expectations, communication styles, and conversational norms.
• Train agents on regional nuances, tone preferences, U.S. holidays and seasonal events, lifestyle topics, weather-related conversations, and appropriate small talk.
• Coach agents on customer profiling and adapting their communication style based on customer personality, needs, and situation.
• Improve agents ability to use idioms, phrasal verbs, colloquial language, and natural conversational expressions commonly used by U.S. customers.
• Conduct Voice & Accent training and accent neutralization programs where required.
• Deliver new-hire onboarding, refresher training, and continuous learning sessions across multiple business lines.
• Conduct mock calls, role plays, simulations, and scenario-based activities to prepare agents for real-world customer interactions.
• Partner with Quality Assurance and Operations teams to identify communication gaps affecting CSAT, NPS, FCR, and QA performance.
• Analyze call audits and quality findings to provide targeted communication and behavioral coaching.
• Support bottom-quartile (Q4) agent improvement initiatives through customized coaching and development plans.
• Track training effectiveness and provide regular reports on learning outcomes, behavioral changes, and performance improvements.
• Collaborate with Training, Operations, QA, and Leadership teams to continuously improve customer experience.

Skills

Spoken English

Conversational fluency

Cultural awareness

Communication coaching

Feedback delivery

Education

Bachelor's degree

Job description

About the Role

We are looking for a dynamic and passionate Communication & Cultural Skills Trainer to join our team and enhance the effectiveness of customer interactions across our U.S.-based contact center operations.

In this role, you will help customer service professionals build strong spoken English, conversational fluency, cultural awareness, confidence, and customer-handling skills. You will work closely with Training, Operations, and Quality teams to identify communication gaps and deliver targeted learning interventions that translate into measurable improvements in customer experience.

The role supports multiple business lines, including Broadband Technical Support, Prepaid Telecom, Healthcare, Retention, Sales, and Food Delivery.

Key Responsibilities

• Deliver engaging training programs on spoken English, conversational fluency, communication, and soft skills tailored to customer support environments.
• Develop agents understanding of U.S. culture, customer expectations, communication styles, and conversational norms.
• Train agents on regional nuances, tone preferences, U.S. holidays and seasonal events, lifestyle topics, weather-related conversations, and appropriate small talk.
• Coach agents on customer profiling and adapting their communication style based on customer personality, needs, and situation.
• Improve agents ability to use idioms, phrasal verbs, colloquial language, and natural conversational expressions commonly used by U.S. customers.
• Conduct Voice & Accent (V&A) training and accent neutralization programs where required.
• Deliver new-hire onboarding, refresher training, and continuous learning sessions across multiple business lines.
• Conduct mock calls, role plays, simulations, and scenario-based activities to prepare agents for real-world customer interactions.
• Partner with Quality Assurance and Operations teams to identify communication gaps affecting CSAT, NPS, FCR, and Transactional QA performance.
• Analyze call audits and quality findings to provide targeted communication and behavioral coaching.
• Support bottom-quartile (Q4) agent improvement initiatives through customized coaching and development plans.
• Track training effectiveness and provide regular reports on learning outcomes, behavioral changes, and performance improvements.
• Collaborate with Training, Operations, QA, and Leadership teams to continuously improve customer experience.
• Perform other duties and responsibilities as assigned by the Department Head and/or designated representatives.

Eligibility & Experience

• Graduation/Bachelors degree is mandatory.
• Degree in English, Communications, Training & Development, or a related field is preferred.
• 2–5 years of experience as a Communication Trainer, Soft Skills Trainer, Voice & Accent Trainer, or similar role within a BPO/contact center environment.
• Experience supporting U.S. processes/customers is strongly preferred.
• Excellent command of spoken and written English.
• Neutral or Americanized English accent with strong pronunciation and articulation skills.
• Strong knowledge of U.S. culture, customer behavior, communication styles, and customer service expectations.
• Hands-on expertise in Voice & Accent, pronunciation, grammar, conversational English, and communication coaching.
• Understanding of contact center metrics such as CSAT, NPS, FCR, and QA scores.
• Strong facilitation, presentation, storytelling, classroom management, coaching, and mentoring skills.
• Ability to provide constructive, actionable feedback and drive behavioral change.
• Comfortable working in a fast-paced, high-volume BPO/contact center environment.
• Willingness to work in shifts aligned with U.S. time zones.