Job Description
Aquilasys Inc. is looking for a dedicated Lead Trainer – Soft Skills & Behavioral to join its Ghansoli, Navi Mumbai hub. The role is responsible for designing, executing, and improving the soft skills and behavioral learning framework for VFS operations. The selected candidate will play a key role in enhancing frontline customer interactions by developing customer service excellence, culture sensitivity, active listening, communication effectiveness, and de-escalation skills.
The Lead Trainer will have direct operational accountability for planning and delivering comprehensive soft skills and behavioral training programs. The role includes creating customer etiquette modules, culture and communication training, behavioral interventions, and service improvement initiatives to enhance client experience.
Key responsibilities include conducting classroom training sessions, performing trainer audits, mentoring process and soft skills trainers, evaluating training delivery effectiveness, and ensuring consistent learning standards across operations.
The candidate will analyze customer interaction quality scores and CSAT trends to identify improvement areas and design targeted behavioral coaching programs. The role involves conducting Training Needs Analysis TNA across teams, identifying communication gaps, and implementing remediation programs to improve employee performance.
The Lead Trainer will collaborate closely with Operations Managers and Quality Assurance QA teams to align soft skills evaluation frameworks, improve service quality, and support continuous learning initiatives.
Candidates should have minimum 3+ years of experience in Soft Skills, Behavioral Training, Culture and Communication Training, or Learning and Development within a corporate contact center or similar environment. The ideal candidate should have excellent verbal and written communication skills with strong voice and accent training capabilities, behavioral coaching expertise, and the ability to work in international shift environments.
Experience in premium customer care, visa, travel, hospitality support portfolios, or VFS operations will be preferred. Graduation is mandatory.
This is a full-time, on-site role based in Ghansoli, Navi Mumbai with international shifts. Immediate joiners are preferred with notice period availability up to 15-30 days.
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