Communication Coach (Senior Trainer)

Role Overview Full Potential Solutions is hiring a passionate Communication Coach (Senior Trainer) to empower our frontline customer experience agents in Pune. This role is dedicated to elevating customer interactions by designing diagnostics and delivering voice and accent training. Join our mission to build a workplace environment where people thrive and achieve exceptional career growth. Key Responsibilities - Deliver language, culture, and de-escalation bootcamps to frontline agents during onboarding and nesting periods - Execute target communication coaching focusing on voice, accent, English grammar, and soft skills - Conduct gating assessments to identify structural communication bottlenecks within fintech operations - Coach customer support representatives on complex compliance protocols like KYC, AML, and Dodd-Frank regulations - Leverage interactive roleplay AI tools and localized training methodologies to optimize agent fluency - Analyze performance data using spreadsheets to track, chart, and document individual employee progress - Design and deploy high-impact instructional assets, including job aids, roleplay scripts, and micro-quizzes Required Qualifications - Minimum of 1 to 2 years of experience as a Communication Coach, Voice and Accent Trainer, or Soft Skills Trainer in a BPO - Experience working within a financial services, banking, or fintech customer support program - High proficiency in written and spoken English, matching CEFR C2 level standards - Strong skills in creating instructional decks and auditing performance using MS Excel or Google Sheets - Willingness to work onsite in Pune and adapt to flexible, night-shift schedules Why Join Us At FPS, we put our culture first because we believe happy teams deliver outstanding results. We offer a competitive compensation program, medical benefits, and significant career advancement opportunities.