Training Development Executive

We are seeking a dynamic and passionate Trainer to join our team. In this role, you will be responsible for enhancing the communication and soft skills of our customer service representatives to deliver exceptional customer experiences. You will design and deliver training sessions focused on spoken English, grammar, pronunciation, accent neutralization, and overall business communication tailored to the call centre environment.
Key Responsibilities
Conduct new hire training, refresher training, and upskilling sessions
Train agents on call handling, communication skills, customer service, and sales techniques
Develop and update training materials, SOPs, scripts, and presentations
Deliver training on products, processes, systems, and compliance standards
Monitor trainee performance during nesting and provide coaching & feedback
Coordinate with QA and Operations to identify skill gaps
Conduct mock calls, role plays, and assessments
Track training effectiveness ...