Communication and Soft Skills Coach

Role & responsibilities

We are looking for a Communication & Soft Skills Coach who will be responsible for improving employees communication, interpersonal, professional, and customer-handling skills. The role will involve a combination of coaching, mentoring, training delivery, quality audits, content development, reporting, and training program management.

The ideal candidate should be an effective communicator, confident facilitator, and strong observer who can identify skill gaps through call audits and interactions and translate those insights into focused coaching and training interventions.

Key Responsibilities

1. Call Listening & Quality Audits

• Listen to engineer/customer calls as per the defined weekly audit plan.
• Evaluate calls against established communication, soft skills, process, and customer-handling parameters.
• Identify communication gaps, behavioural patterns, and areas for improvement.
• Document observations and provide actionable feedback.
• Track recurring gaps and identify opportunities for targeted coaching or training.
• Participate in calibration sessions to ensure consistency in call-quality assessments.

2. Coaching & Mentoring

• Coach and mentor engineers based on call-audit findings and individual development needs.
• Conduct one-on-one coaching sessions and provide constructive, actionable feedback.
• Help engineers improve verbal communication, active listening, questioning, empathy, confidence, professional etiquette, and customer interaction skills.
• Create individual development plans where required.
• Track coaching effectiveness and improvement over time.

3. Soft Skills & Personality Development Training

• Design and deliver instructor-led and virtual training programs on communication and soft skills.
• Conduct personality development and professional effectiveness sessions.
• Develop training interventions based on identified capability gaps.
• Facilitate workshops on topics such as:
• Business Communication
• Verbal & Written Communication
• Active Listening
• Customer Service & Customer Handling
• Professional Etiquette
• Presentation Skills
• Confidence & Executive Presence

4. Content Development

• Design, update, and maintain training content, modules, and facilitator guides for communication and soft-skills programs.
• Develop assessment tools, role-plays, case studies, and activity-based learning material.
• Customize content based on audience level, function, and identified skill gaps.

5. Reporting & Analytics

• Maintain audit trackers, coaching logs, and training records.
• Prepare periodic reports on call-quality scores, coaching outcomes, and training effectiveness.
• Share insights and trends with stakeholders to support data-driven decision-making.

6. Training Program Management

• Plan and schedule training calendars in coordination with business and operations teams.
• Coordinate logistics for instructor-led and virtual sessions.
• Liaise with stakeholders to align training priorities with business needs.
• Continuously evaluate and refine program design based on feedback and outcomes.

Required Skills & Competencies

• Excellent verbal and written communication skills, with strong command over English.
• Confident, engaging facilitation and presentation style.
• Strong listening and observational skills to identify subtle behavioural and communication gaps.
• Ability to give constructive, actionable feedback in a supportive manner.
• Sound understanding of customer service and customer-handling principles.
• Proficiency in MS Office (Word, PowerPoint, Excel) for content and report development.
• Strong interpersonal skills and the ability to build rapport across levels.
• Well organized, with the ability to manage multiple coaching and training threads simultaneously.

Qualifications & Experience

• Graduate in any discipline; a certification in Training/Coaching (e.g., TTT, NLP, ICF) is an added advantage.
• 36 years of experience in a training, coaching, or quality-audit role, preferably in a customer-facing or technical-support environment.
• Prior experience conducting call audits and delivering soft-skills training is preferred.

Preferred candidate profile