Job Summary
Job Title: Communications Trainer (Chat & Email)
Department: Learning & Development / CX
Employment Type: Full-time
Role Overview
The Communications Trainer upskills frontline teams across live chat and email. This role conducts diagnostic communication audits, designs practical micro-learning modules, and leads dynamic refresher and ad-hoc sessions to elevate brand voice, clarity, and customer satisfaction.
Key Responsibilities
Key Responsibilities
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Training & Facilitation: Deliver targeted refresher workshops, new-hire modules, and ad-hoc sessions addressing emerging business needs, tone modulation, empathy, and de-escalation.
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Diagnostic Auditing & TNA: Sample chat and email interactions to identify communication root causes behind low CSAT or high escalations.
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Targeted Coaching: Run 1:1 and small-group sessions for bottom-quartile performers.
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Content Development: Create non-voice playbooks, scenario-based practice simulations, email blueprints, and quick-reference job aids.
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Calibration: Partner with QA and Operations leads to align training content with quality evaluation rubrics.
Skill Requirements
Requirements
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Experience: 3+ years in CX operations with 2+ years as a dedicated Non-Voice Trainer or Comms Coach.
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Domain Skills: Mastery of live chat dynamics (concurrency, handling hold times) and structured email etiquette (conciseness, technical clarity).
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Communication: Exceptional written English proficiency (grammar, syntax, tone, and active listening).
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Instructional Knowledge: Grounded in adult learning principles, interactive facilitation, and training effectiveness measurement.
Other Requirements
Success Metrics
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Pre- vs. post-training quality score improvements.
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Cohort CSAT lift and escalation rate reduction post-intervention.
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Agent ramp-to-proficiency time for non-voice channels.
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Training satisfaction and engagement scores (>85% positive).