BPO Trainer
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About the role
This role involves conducting foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches in a healthcare BPO environment. You will tailor communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards, while providing targeted coaching and support to drive continuous improvement.
Key responsibilities
Conduct foundational Voice and Accent (V&A), American Culture & Communication (ACC), language neutralization, and active listening training for onboarding batches
Tailor and refine communication training modules to align with healthcare industry jargon, HIPAA sensitivity, and empathetic patient/provider interaction standards
Conduct Training Needs Analysis (TNA) across operations to identify communication bottlenecks, accent barriers, and quality trends
Provide targeted group and 1-on-1 coaching for underperforming agents, focusing on customer service tone, clarity, and phrasing
Support new trainees during the nesting phase by monitoring live calls, delivering immediate feedback, and driving KPI readiness before handoff to Operations
Track, evaluate, and report trainee progress, call metrics, and batch performance to operations stakeholders and training management
About you
Minimum of 1 year of hands-on experience as a Communications / Voice & Accent Trainer in a BPO environment
Minimum of 2 years of overall agent or operational experience handling a Healthcare BPO account (e.g., Medical Billing, Claims, Provider Relations, Patient Care, or Health Insurance)
Exceptional written and verbal English communication skills, with a strong grasp of neutral accent and professional tone
Proven ability to manage classrooms, engage adult learners, and deliver constructive coaching
Flexibility to work night shifts, shifting schedules, and Philippine holidays as required by account operations
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