Training Assistant

Trainer Assistant, Communication & Empathy

Location: On-site, Lahore Type: Full-time, Permanent Schedule: U.S. client hours Department: Training

Role Overview

Remote Scouts is hiring a Trainer Assistant to strengthen agents’ communication with U.S. consumers.

You will deliver communication training, review calls, conduct one-to-one coaching, assess performance, and prepare new collectors for client placement. The focus is measurable improvement in empathy, tone, pace, clarity, and pronunciation .

Key Responsibilities

• Deliver recurring training on empathy, tone, call pace, clarity, and accent neutralization.
• Coach agents on sensitive conversations with distressed, elderly, or grieving consumers.
• Review live and recorded calls to identify communication gaps.
• Conduct one-to-one coaching, role-plays, and scenario-based assessments.
• Track agent scores and progress before and after training.
• Support agents on communication-related performance improvement plans.
• Assess new collectors before client placement.
• Maintain training materials and submit weekly progress reports.
• Support Talent Acquisition with pre-hire communication assessments.

Requirements

• Bachelor’s degree in English, Linguistics, Mass Communication, or a related field.
• 2–4 years of voice and accent, communication, or soft-skills training experience.
• BPO or contact-center experience supporting U.S. or UK clients.
• Near-native spoken English with a clear, neutral accent.
• Experience reviewing calls, developing assessments, and coaching agents.
• Working knowledge of Excel or Google Sheets.
• Availability to work on-site during U.S. client hours.

Preferred

• Experience in collections, healthcare, insurance, or other sensitive calling environments.
• Strong understanding of empathy, call control, pronunciation, and communication scoring.
• Experience training agents in a large BPO environment.

Success Measures

• Minimum 15% improvement in coached agents’ quality scores within 60 days.
• At least 85% module pass rate within two attempts.
• 100% communication readiness for new collectors before placement.
• 95% completion of scheduled training sessions.
• Reduction in communication-related client complaints.

Benefits

• Competitive salary
• Performance-based incentive
• Healthcare support
• Paid time off
• Growth path toward Trainer and Training Lead

Apply with your updated CV and a brief summary of your BPO training experience