JOB SUMMARY
The Voice & Accent Trainer is responsible for improving agents spoken English, pronunciation, clarity, intonation, neutral accent, and professional communication skills. The role supports customer experience goals by ensuring agents communicate clearly, confidently, and empathetically with US representatives, Patients & Customers particularly in voice‑based interactions aligned with business and client expectations.
KEY WORDS
Voice & Accent Training
Accent Neutralization
Pronunciation & Articulation
Phonetics
Communication Skills
Call Control & Clarity
Listening & Comprehension
Customer Experience (CX)
Coaching & Feedback
BPO / Contact Center Training
Quality Improvement
Healthcare / Customer Support Communication
ESSENTIAL RESPONSIBILITIES:
- Deliver Voice & Accent training for new hires and existing agents through classroom, virtual, and one‑on‑one sessions.
- Train agents on Language, accent neutralization, pronunciation, stress, intonation, and speech clarity.
- Conduct diagnostic assessments to identify individual communication gaps.
- Develop and implement personalized coaching plans based on agent performance and business needs.
- Provide real‑time feedback, call listening sessions, and corrective coaching.
- Design, update, and maintain training materials such as presentations, practice exercises, and call scripts.
- Partner with Quality and Operations teams to address communication‑related performance issues.
- Track progress and share training outcomes and improvement metrics with stakeholders.
- Ensure all training aligns with process requirements, client expectations, and compliance standards.
- Promote professional language usage, empathy, and confidence in customer interactions.
- Developing V&A training materials and training techniques.
SKILLS AND COMPETENCIES
- Strong expertise in English phonetics, phonology, and accent neutralization techniques.
- Proficiency in English language, pronunciation, stress, rhythm, and intonation training.
- Experience in call monitoring, feedback delivery, and communication audits
- Ability to design training material, exercises, and assessment tools (ILT / VILT).
- Comfortable using virtual training tools (MS Teams / Zoom / LMS platforms).
- Excellent PowerPoint skills
FORMAL EDUCATION AND EXPERIENCE
- Graduation in any stream
- Exposure to corporate/BPO training environments is highly desirable
- 3–5 years in Voice & Accent / Communication / Soft Skills Training
