Training Assistant

Remote Scouts is seeking a Trainer Assistant to enhance communication skills of agents interacting with U.S. consumers. This full-time, on-site role based in Lahore involves delivering targeted training focused on empathy, tone, pace, clarity, and pronunciation. The Trainer Assistant will review calls, conduct one-on-one coaching, assess agent performance, and prepare new collectors for client placement, all aimed at measurable improvements in communication effectiveness during U.S. client hours.

Key Responsibilities
- Deliver recurring training sessions on empathy, tone, call pace, clarity, and accent neutralization.
- Coach agents on handling sensitive conversations with distressed, elderly, or grieving consumers.
- Review live and recorded calls to identify communication gaps and areas for improvement.
- Conduct one-to-one coaching, role-plays, and scenario-based assessments to reinforce learning.
- Track and analyze agent scores and progress before and after training interventions.
- Support agents through communication-related performance improvement plans.
- Assess new collectors’ communication readiness prior to client placement.
- Maintain and update training materials regularly.
- Submit weekly progress reports to management.
- Assist Talent Acquisition with pre-hire communication assessments.

Required Qualifications
- Bachelor’s degree in English, Linguistics, Mass Communication, or a related field.
- 2 to 4 years of experience in voice and accent training, communication coaching, or soft-skills development.
- Experience working in BPO or contact center environments supporting U.S. or UK clients.
- Near-native spoken English with a clear, neutral accent.
- Proven ability to review calls, develop assessments, and coach agents effectively.
- Proficiency in Excel or Google Sheets for tracking and reporting.
- Availability to work on-site during U.S. client hours.

Preferred Qualifications and Benefits
Preferred candidates will have experience in collections, healthcare, insurance, or other sensitive calling environments. A strong understanding of empathy, call control, pronunciation, and communication scoring is highly desirable. Experience training agents within large BPO organizations is an advantage.

Benefits include a competitive salary, performance-based incentives, healthcare support, paid time off, and a clear growth path toward roles such as Trainer and Training Lead.

Success in this role will be measured by a minimum 15% improvement in coached agents’ quality scores within 60 days, at least an 85% module pass rate within two attempts, 100% communication readiness for new collectors before placement, 95% completion of scheduled training sessions, and a reduction in communication-related client complaints.

This position offers an excellent opportunity to contribute to agent development and client satisfaction in a dynamic training environment.