Communication & Process Specialist

Job description

We are seeking a highly passionate and result-oriented Process Improvement & Communication Excellence Trainer to drive behavioral transformation, customer communication excellence, and operational quality within our Healthcare Operations team. This role goes far beyond traditional communication or voice and accent training. The successful candidate will partner closely with Operations, Quality, and Client stakeholders to design and execute structured improvement programs that enhance customer interactions, strengthen empathy, improve process adherence, and elevate the overall service experience delivered by our support teams. The ideal candidate will combine expertise in adult learning, coaching, quality analysis, and performance improvement to build a culture of continuous learning and operational excellence. **Key Responsibilities** **Communication & Behavioral Excellence** - Design and facilitate structured communication improvement programs for customer-facing teams. - Coach associates on empathy, active listening, customer psychology, professional communication, and difficult conversation handling. - Conduct role plays, simulations, mock customer interactions, and scenario-based learning sessions. - Develop programs focused on personality development, confidence building, ownership, accountability, and customer-centric behavior. - Improve associates' ability to manage emotionally sensitive customer conversations while maintaining professionalism. **Performance Improvement** - Identify communication, behavioral, and process gaps through observations, audits, and performance data. - Differentiate between skill-based and behavior-based performance issues and create targeted intervention plans. - Conduct one-on-one coaching sessions for employees requiring focused improvement. - Create personalized development plans and monitor measurable progress. - Drive continuous learning initiatives until desired performance standards are achieved. **Process Quality & Operational Excellence** - Perform quality audits on customer interactions, including voice calls, tickets, emails, and documentation. - Evaluate associates against predefined communication and process quality parameters. - Develop structured quality scorecards covering: - Communication effectiveness - Empathy - Professional language - Customer handling - Process adherence - Documentation quality - SLA compliance - Follow-up effectiveness - Provide actionable feedback and coaching based on audit findings. **Training Design & Facilitation** - Develop engaging instructor-led and experiential learning programs. - Create facilitator guides, learner workbooks, coaching materials, and assessment frameworks. - Design refresher training based on recurring operational trends. - Customize training interventions based on individual and team learning needs. - Measure training effectiveness using performance metrics and business outcomes. **Stakeholder Collaboration** - Partner with Operations Leaders to identify performance improvement opportunities. - Collaborate with Quality teams to analyze customer feedback, audit findings, and operational metrics. - Work with Learning & Development to continuously enhance training content. - Engage with client stakeholders to understand evolving expectations and translate them into learning interventions. **Continuous Improvement** - Analyze quality trends, customer complaints, and operational metrics to identify recurring themes. - Recommend process improvements that enhance customer experience. - Build structured improvement roadmaps for individuals and teams. - Foster a culture of continuous coaching and operational excellence. **Preferred Experience** - 5+ years of experience in Learning & Development, Communication Training, Quality Coaching, or Process Improvement. - Experience supporting Customer Service, IT Support, Technical Support, Shared Services, or Healthcare Operations. - Experience delivering training for voice, chat, and email support environments. - Hands-on experience in quality auditing and performance coaching. - Strong understanding of adult learning principles and behavioral coaching methodologies. - Experience working in BPO, Healthcare, IT Services, or Global Capability Centers (GCCs) is highly preferred. **Required Skills** **Communication Excellence** - Business Communication - Customer Communication - Active Listening - Empathy Development - Professional Writing - Voice & Verbal Communication - Presentation & Facilitation Skills **Learning & Development** - Adult Learning Principles - Instructional Design - Facilitation - Coaching & Mentoring - Performance Coaching - Curriculum Development - Learning Needs Analysis **Quality & Operations** - Quality Audits - Process Improvement - Root Cause Analysis - Quality Scorecard Design - Performance Analytics - SOP & Process Compliance - Continuous Improvement **Behavioral Competencies** - Emotional Intelligence - Coaching Mindset - Stakeholder Management - Influencing Skills - Problem Solving - Analytical Thinking - Collaboration - Customer Centricity - Adaptability **Success Metrics** **The Individual Will Be Measured On** - Improvement in customer satisfaction (CSAT) and customer experience metrics. - Reduction in communication-related escalations and complaints. - Improvement in quality audit scores. - Increased process adherence and documentation accuracy. - Demonstrated behavioral improvement among coached associates. - Training effectiveness and measurable learner outcomes. - Stakeholder and client satisfaction. - Overall impact on operational performance and service quality.