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
