voice coach

Key Responsibilities

Voice & Accent Training

• Conduct training sessions on voice, accent neutralization, pronunciation, and fluency
• Coach agents on intonation, stress, pace, and clarity for effective communication
• Provide region-specific accent training (US, UK, AU, etc., as required)

Coaching & Feedback

• Monitor live and recorded calls to identify improvement areas
• Provide one-on-one coaching and constructive feedback to agents
• Develop personalized improvement plans for performance enhancement

Communication & Soft Skills Training

• Train agents on customer service skills, empathy, and active listening
• Improve call handling skills such as scripting, probing, and objection handling
• Focus on building confidence and professionalism in communication

Training Content Development

• Create and update training modules, learning materials, and practice exercises
• Design role plays, mock calls, and assessment tools
• Incorporate real-life call scenarios into training programs

Performance Monitoring

• Track agent progress through assessments, call audits, and feedback scores
• Measure training effectiveness using quality and performance metrics
• Maintain training reports and dashboards

Collaboration

• Work closely with Quality and Operations teams to align coaching with business goals
• Support onboarding training for new hires
• Assist in continuous improvement initiatives