Communication Coach (Voice & Accent Trainer)

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are seeking a dedicated and engaging Communication Coach to elevate the verbal and written communication skills of our new hires and existing employees. The ideal candidate will be responsible for designing, delivering, and evaluating training programs focused on Voice and Accent (V&A), English Grammar, Email Etiquette, and Live Chat communication. You will play a pivotal role in ensuring our team communicates clearly, empathetically, and professionally across all customer touchpoints.

Duties and Responsibilities:

Training & Coaching

• Onboarding & V&A Training: Conduct comprehensive Voice & Accent, neutralization, and cultural orientation sessions for new hires to ensure clear, globally understood communication.

• Written Communication: Train employees on advanced Email and Live Chat etiquette, focusing on professional tone, active voice, empathetic phrasing, and concise structuring.

• Grammar & Mechanics: Facilitate interactive workshops on English grammar, syntax, vocabulary, and punctuation tailored to business communication.

• One-on-One Coaching: Provide targeted, personalized coaching sessions for employees struggling with specific communication challenges (both written and spoken).

Content Development

• Curriculum Design: Create, update, and refine training modules, role-play scenarios, and reference guides reflecting the latest communication trends and company policies.

• Knowledge Base Management: Maintain a repository of standard email templates, chat macros, and frequently used phrases for agent reference.

Assessment & Quality Assurance

• Performance Evaluation: Conduct pre- and post-training assessments to measure language proficiency and communication readiness.

• Auditing & Shadowing: Monitor live calls, chats, and emails to identify training gaps and ensure adherence to the company’s communication quality standards.

• Feedback Delivery: Deliver constructive, actionable feedback to agents and collaborate with team leaders to track ongoing progress.

Qualifications:

• Experience: Minimum of [2-4] years of experience as a Communication Coach, Voice & Accent Trainer, or Soft Skills Trainer, preferably in a BPO, customer service, or corporate environment.

• Education: Bachelor’s degree in English, Communications, or a related field.( Preferred) (Certifications like TESOL, TEFL, CELTA, or Train-The-Trainer (TTT) are highly preferred).

• Language Proficiency: Strict CEFR C2 (Mastery) or equivalent proficiency level in both written and spoken English.

• Technical Skills: Industry domain expertise/prior experience in or deep understanding of the Financial Services or Fintech sector, familiarity with modern financial CRM dashboard.

Key Competencies

• Exceptional Feedback Skills: Ability to deliver clear, empathetic, and constructive feedback that motivates learners.

• Patience & Empathy: A strong desire to help others learn and grow at their own pace.

• Adaptability: Ability to pivot coaching styles to suit visual, auditory, and kinesthetic learners.

• Analytical Thinking: Skill in analyzing quality data to identify broader training needs across different teams.