Job Description

About the Role

A reputed UK-based BPO is seeking a full-time, on-site Communication & Language Trainer to join its Learning & Development team. The successful candidate will be responsible for designing and delivering training programs focused on communication skills, spoken and written English, business etiquette, and professional development. The role involves assessing training needs, conducting workshops, monitoring learner progress, providing coaching and feedback, and supporting employees in achieving communication excellence. The trainer will work closely with internal stakeholders to enhance workforce performance and ensure training initiatives align with organizational goals.

Essential Duty & Responsibilities

• Ensure all quality assurance and feedback activities, i.e., call monitoring, email reviews, and feedback are conducted accurately and on time to set KPIs.
• Ensure key learning interventions are carried out for all incoming requests forwarded by the Quality team which are triggered by complaints.
• Track and update Learning & Development Quality Assurance databases and trackers to ensure data is collated and entered accurately to facilitate dashboard and reporting.
• Liaise with department heads to ensure that identified personnel are released and deliver sessions as per agreed schedule on a timely basis.
• Provide weekly updates on progress of agents regarding their language and communication development to Manager - Professional Development.
• Develop, design, and deliver training on communication and writing for new hires and tenured associates.
• Develop teaching aids, manuals, procedures, written exercises, and visual presentations for workshops.
• Work proactively to determine opportunities for new training modules or to anticipate training needs based on business objectives.
• Assemble and design the quarterly newsletter for Learning & Development.
• Lead the development and publication of the quarterly Learning & Development newsletter, highlighting achievements, updates, and best practices.
• Assist the Client Services Team by handling calls from the queue during periods of high surge.
• Undertake other ad hoc responsibilities related to Learning & Development and business priorities, aimed at supporting employees and organizational objectives.

Interested candidates may send their CV to jobs@mindplus.global