Process and Communication Trainer

Job Summary:

We are seeking a dynamic and detail-oriented Process and Communication expert to support our technical support operations. This dual-role professional will be responsible for strengthening communication effectiveness among technical support agents and ensuring high-quality customer interactions across support channels (voice, email). The ideal candidate will have a strong grasp of global English standards, experience in a support process, and a passion for coaching and quality.

Key Responsibilities:

Voice & Accent (V&A) Responsibilities:

• Conduct V&A screening for new hires to ensure suitability for global technical support communication
• Deliver structured V&A modules during new hire training, focusing on fundamental skills of Customer service, Communication, Culture and Comprehension
• Design, develop, and create a variety of instructional materials and job aids in accordance with identified needs
• Support business with need-based OJT support – coaching and refresher training
• Conduct call and email case audits, providing effective feedback on individual strengths and areas for improvement
• Track communication-related errors linked to support miscommunication and create action plans
• Share regular reports on training impact and readiness with key stakeholders, ensuring alignment with business communication standards

Quality Assurance Responsibilities:

• Audit technical support interactions (calls, email) for quality parameters technical accuracy, structure problem resolution, process compliance
• Highlight recurring errors in troubleshooting, escalation handling, and customer experience
• Deliver detailed feedback to agents and follow up on action plans
• Publish weekly / monthly quality dashboards with insights and recommendations
• Conduct RCA (Root Cause Analysis) and drive continuous improvement based on trend analysis
• Participate in internal/external calibrations and ensure alignment on quality expectations

Qualifications & Experience:

• Graduate in any discipline
• 4-6 years of BPO or technical support experience, with minimum 3 years in a QA role
• Exposure to international technical support processes (US/UK/Global)
• Working knowledge of technical support workflows, ticketing tools (ServiceNow, Salesforce, etc.), and call quality parameters
• Advanced Excel and reporting skills; familiarity with QA tools