# Soft Skills Trainer – CRT at HP

HP is hiring a Soft Skills Trainer – CRT in Bengaluru, India. Level rates it Little AI ●○○○; you can [apply on HP](https://jobsbylevel.com/go/e6100968-e51b-4d96-a21b-ba646f678f7d?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Bengaluru, Karnataka, India.

## Details

- Company: [HP](https://jobsbylevel.com/companies/hp)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Bengaluru, Karnataka, India
- Posted: October 28, 2026
- Apply: https://jobsbylevel.com/go/e6100968-e51b-4d96-a21b-ba646f678f7d?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=soft-skills-trainer-crt-at-hp-ecb18f

## Prepare for this job

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## Description

Soft Skills Trainer – CRT Description - Job Description: Soft Skills Trainer – CRT Location: Bangalore, India Level: Intermediate Function: Training Centre of Excellence (Training COE) Program: Customer Resolution Training (CRT) Role Overview We are seeking a passionate and learner-focused Soft Skills Trainer to support the Customer Resolution Training (CRT) program, with a focus on strengthening customer-facing communication, service excellence, and effective resolution skills among customer support agents. The ideal candidate will have experience delivering soft skills training in a customer service or contact centre environment and be confident in facilitating interactive learning sessions, conducting role-plays, providing individual coaching, and translating customer experience expectations into observable agent behaviours. This is a hands-on training role that requires strong facilitation skills, a customer-first mindset, and the ability to collaborate with Training, Quality, and Operations teams to improve agent confidence, communication effectiveness, and customer resolution outcomes. Key Responsibilities 1. CRT Soft Skills Training & Facilitation Deliver structured soft skills training interventions aligned with CRT program objectives and customer experience expectations. Facilitate interactive sessions on: Customer-centric communication and active listening. Empathy, rapport building, and acknowledging customer concerns. Ownership, accountability, and end-to-end resolution. Probing, questioning, and identifying customer needs. Managing difficult conversations, objections, and escalations. De-escalation techniques and emotional intelligence. Clear explanations, expectation setting, and professional communication. Positive language, call control, and effective closing. Use role-plays, case studies, simulations, group activities, and real-world customer scenarios to reinforce learning. Adapt facilitation methods to suit different learner profiles, experience levels, and capability gaps. Reinforce the application of soft skills during customer interactions, rather than focusing solely on theoretical concepts. 2. Agent Coaching & Performance Improvement Conduct individual and group coaching based on call observations, Quality feedback, assessment results, and identified skill gaps. Review customer interaction examples to identify behavioural opportunities and recommend targeted interventions. Provide actionable feedback on communication, empathy, listening, ownership, and resolution behaviours. Conduct mock calls, practice conversations, and behavioural assessments to evaluate agent readiness. Track coaching actions and conduct follow-up validations to ensure feedback is translated into improved performance. Support agents who require additional intervention through structured improvement plans and targeted practice. 3. CRT Program Execution Support the implementation and ongoing delivery of CRT learning interventions across relevant agent groups. Partner with the CRT program team to understand learning objectives, customer pain points, performance trends, and priority capability gaps. Prepare session plans, facilitator guides, participant activities, practice scenarios, and assessment materials. Maintain training attendance, assessment results, coaching records, and program progress reports. Ensure consistent delivery of approved content and alignment with CRT standards. Incorporate feedback and emerging customer interaction trends into future training interventions. 4. Quality & Business Collaboration Partner with Quality and Operations teams to identify recurring communication and customer experience gaps. Participate in call calibrations and feedback discussions to understand performance expectations and align coaching approaches. Analyse available quality insights, customer feedback, repeat contacts, and escalation trends to identify relevant learning needs. Support pre- and post-training assessments to evaluate

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