Communications Trainer

Overview

Communications Trainer role in the Business Process Services (BPS) team in Noida (NCR), supporting a 24/7 operation across back-office and customer-facing processes on voice, chat and email channels.

What you'll do

• Partner with hiring managers to assess candidates' communication and language proficiency during recruitment and provide recommendations to support hiring decisions.
• Assess process knowledge and skills during interviews.
• Conduct training needs analyses for existing staff, including new hires.
• Identify training needs across the business and design and deliver engaging communication and soft-skills training programmes.
• Develop process training materials, assessment materials and relevant learning content and training frameworks.
• Facilitate on-the-job language coaching and assess the outcomes of coaching sessions.
• Evaluate communication quality and measure training effectiveness through performance indicators such as quality scores, customer satisfaction results and sales conversion outcomes.
• Provide constructive feedback and targeted coaching in collaboration with process trainers, quality analysts and team leaders.
• Manage training logistics and maintain training records.
• Ensure all activities align with organisational compliance and information security requirements.

What you'll need

• Bachelor's degree.
• Excellent English communication skills.
• 3–5 years of overall experience, including a minimum of 2 years' experience as a Voice and Accent Trainer, preferably in a call centre environment.
• Experience delivering training improvement initiatives related to NPS, CSAT, upselling and similar performance metrics.
• Knowledge of and experience with Training MIS and reporting.
• IELTS certification at an advanced level or an equivalent industry-recognized certification.
• Knowledge and understanding of customer service principles and practices across voice, email and chat channels.
• Proficient in Microsoft Office applications, including Word, Excel and PowerPoint.
• Proactive approach with strong problem-solving, analytical and resolution skills.

Details

• Location: Noida, India.
• Fixed term contract of 1 year; Pay Band 5.
• 24/7 on-site role with rotating shifts, including night shifts; two days off per week, which may not always fall on weekends.
• On-site five days a week; no hybrid arrangement.
• Employment subject to successful background verification; personal belongings, mobile phones and other electronic devices not permitted in operational areas.
• Locally recruited candidates with a natural right to work are welcomed; applicants from other British Council offices must have a natural right to work in India on a permanent basis, as immigration clearance or visa support and relocation support are not provided.
• OCI card holders must have, or be able to obtain, a valid special work permit from the Government of India; offers are conditional on obtaining it.