[Hiring] Senior Soft Skills Trainer & Coach @Anovia

Role Description

This position requires a professional who is passionate about learning and development and experienced in delivering impactful soft skills and communication training programs. The ideal candidate will possess exceptional communication and coaching abilities, a strong understanding of adult learning principles, and the capability to drive measurable improvements in employee performance and customer experience.

• Design, develop, and deliver engaging soft skills and communication training programs for new hires and existing employees.
• Facilitate training sessions covering active listening, email and call etiquette, empathy, conflict resolution, customer handling, and professional communication.
• Conduct training needs analysis through call and email monitoring, surveys, performance metrics, and stakeholder feedback.
• Provide one-on-one and group coaching sessions to drive behavioral change and performance improvement.
• Create and maintain training materials including presentations, assessments, role plays, case studies, and participant guides.
• Conduct refresher and remedial training programs for employees requiring additional development.
• Track and measure training effectiveness using assessments, quality scores, CSAT, and other business KPIs.
• Partner with Operations and Quality teams to align training initiatives with business objectives and client expectations.
• Conduct first-level communication assessments and interviews for prospective hires.
• Mentor junior trainers and contribute to the continuous improvement of training frameworks and methodologies.
• Prepare training reports, performance dashboards, and recommendations for stakeholders.
• Stay current with industry trends, learning technologies, and best practices in training and development.

Qualifications

• Bachelor's degree in any discipline. Degrees in Education, Communication, Psychology, Human Resources, or related fields are preferred.
• Minimum 5 years of experience in soft skills, communication, customer service, or behavioral training.
• Minimum 2 years of experience in a Senior Trainer, Lead Trainer, or equivalent role.
• Excellent verbal and written English communication skills with a neutral and professional accent.
• Strong facilitation, presentation, coaching, and interpersonal skills.
• Proven experience in coaching, feedback delivery, and performance management.
• Experience designing and developing training curricula and learning materials.
• Knowledge of adult learning methodologies and training evaluation techniques.
• Experience measuring training effectiveness through quality metrics, customer satisfaction scores, and employee performance indicators.
• Experience conducting communication assessments and interview evaluations.
• Familiarity with Learning Management Systems (LMS) and digital learning platforms.
• Relevant certifications such as Train the Trainer, Coaching Certifications, or Learning & Development credentials are preferred.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent stakeholder management and collaboration abilities.
• Ability to work in a fast-paced, dynamic environment.
• Strong attention to detail and organizational skills.

Benefits

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave for personal time off
• Ample growth and learning opportunities
• Remote work opportunities
• Focus on work/life balance
• Immigration Program supporting immigration to Canada for eligible employees