Lead Trainer - Voice and Accent Coach

JOB SUMMARY

We are seeking a dynamic and experiencedLead Trainer - Voice and Accent Coachto join our Learning & Development team. The ideal candidate will bring over 5 years of experience in the BPO industry, with a strong background in language training, voice and accent coaching, and international calling. This role demands a passionate communicator who can lead training batches, coach client partners, and drive performance improvements through effective feedback and learning interventions.

Key Responsibilities:

• Conduct language, voice, and accent training sessions aligned with organizational standards

• Audit calls and provide structured feedback to improve communication and call handling skills

• Coach bottom performers and track their progress through customized interventions

• Design and deliver on-floor coaching and feedback models

• Create training materials, flyers, and session plans based on call audit insights

• Support OJT and production ramp-up by monitoring and mentoring learners

• Maintain detailed records of audits, feedback, coaching, and training sessions

• Collaborate with operations stakeholders to implement and evaluate training programs

• Evaluate trainees and report progress to supervisors

• Interview new hires for language, voice, and accent proficiency

Job requirements:

• Strong command of grammar, pronunciation, vocabulary, and spelling

• Proficient in feedback mechanisms and coaching methodologies

• Skilled in creating session plans and training presentations (PPTs)

• Excellent communication skills - both verbal and written

• Proficient in MS Office tools

• Confident in delivering sessions to large audiences

• Organized, self-motivated, and a team leader

Qualifications:

• Minimum 5 years of experience in international BPO operations

• At least 3 years of experience in language, voice, and accent training in an international BPO

• Minimum 2 years of hands-on international calling experience

• Proven track record of conducting at least 70 training batches

• Minimum 1 year of experience in call auditing and coaching with a focus on language and call handling

• Graduate in any discipline

• Certifications in English language teaching (BEC, CELTA, TESOL) are a plus