Job Description: Voice & Accent Trainer Customer Support
Role Title: Voice & Accent Trainer
Department: Learning & Development
Location: Gurugram
Reports To: Associate Director L&D
About The Role
We are looking for a dynamic and hands-on
Voice & Accent Trainer to support the capability development of our Customer Support team. The ideal candidate will be responsible for delivering high-quality New Hire Training (NHT), refreshers, and floor-based coaching while collaborating closely with Quality and Operations teams in a fast-paced environment. This role requires strong training delivery skills, excellent communication, and high proficiency in data analysis and Excel.
Key Responsibilities
Training Delivery
- Conduct New Hire Training (NHT) covering:
- Voice & Accent
- Communication Skills
- Customer Service Etiquette
- Product & Process Knowledge
- Soft Skills & Behavioural Skills
- Facilitate refresher trainings based on Quality insights, performance trends, and business requirements.
- Support On-the-Job Training (OJT) and bridge knowledge/skill gaps identified in early production.
Performance Monitoring & Coaching
- Audit live calls on the floor to assess communication effectiveness, call quality, and adherence to standards.
- Share structured feedback with agents to improve communication, clarity, tone, and customer handling.
- Work with the Quality team to identify training interventions for performance improvement.
Data Management & Reporting
- Maintain detailed training reports, dashboards, attendance records, assessments, and performance trackers.
- Analyse training data, agent performance patterns, and quality metrics to propose improvements.
- Prepare and present weekly/monthly training metrics to stakeholders.
Training Design & Process Support
- Collaborate with the L&D team to enhance training modules, content, and interventions.
- Ensure all training materials are updated, engaging, and aligned with business needs.
- Support the rapid scaling of training initiatives in a fast-paced, evolving environment.
Required Skills & Competencies
- Excellent communication skills with strong command over English (spoken and written).
- Strong Voice & Accent expertise with the ability to coach diverse groups.
- Proven ability to deliver effective and engaging training sessions.
- High proficiency in MS Excel (pivot tables, VLOOKUP, dashboards, and data interpretation).
- Strong data orientation and ability to draw insights from performance metrics.
- Ability to work under pressure and manage multiple training cycles simultaneously.
- Strong stakeholder management and collaboration abilities.
Qualifications & Experience
- Graduate in any discipline.
- 25 years of experience as a Voice & Accent Trainer / Communication Coach, preferably in a Customer Support or BPO environment.
- Experience in handling NHT, refreshers, and floor coaching is preferred.
What We're Looking For
- Someone proactive, energetic, and hands-on.
- A trainer who is adaptable, tech-savvy, and comfortable working in a high-speed operational setup.
- A strong communicator who can influence, engage, and develop frontline teams.
