Voice and Accent Trainer (Process Trainer)

About the Role

We are seeking a Voice and Accent Trainer to enhance agents' spoken English skills, focusing on pronunciation, clarity, intonation, and accent neutrality. This role aims to elevate professional communication during voice interactions with US-based representatives, patients, and customers, ensuring alignment with client and business standards.

Key Responsibilities

• Deliver comprehensive training sessions on voice and accent for new and current agents through classroom, virtual, and individual coaching formats.
• Coach agents on language nuances, accent neutralization, stress, intonation, and clear speech articulation.
• Carry out diagnostic assessments to pinpoint communication gaps on an individual basis.
• Create and apply tailored coaching plans driven by agent performance metrics and business objectives.
• Offer real-time feedback, facilitate call listening reviews, and execute corrective coaching methods.
• Develop and regularly update training content including presentations, exercises, and call scripts.
• Collaborate with Quality Assurance and Operations teams to resolve communication-related performance issues.
• Monitor training effectiveness by tracking progress and reporting outcomes to relevant stakeholders.
• Adhere strictly to process guidelines, client expectations, and compliance regulations in all training activities.
• Instill use of professional language, empathy, and confidence during customer communication.
• Innovate and enhance voice and accent training materials and techniques.

Required Skills and Expertise

• Deep knowledge of English phonetics and phonology, with proven skills in accent neutralization.
• Strong command over English pronunciation, stress, rhythm, and intonation training.
• Hands-on experience with call monitoring, delivering constructive feedback, and conducting communication audits.
• Capability to design training materials, exercises, and assessment tools for instructor-led and virtual sessions.
• Comfortable with virtual training technologies such as MS Teams, Zoom, and Learning Management Systems.
• Proficiency in creating presentations using PowerPoint.

Education and Experience

• Any graduate degree is acceptable.
• Experience within corporate or BPO training contexts is highly preferred.
• A minimum of 3 and up to 5 years of experience in Voice & Accent, Communication, or Soft Skills training roles.

Additional Information

• Work shifts aligned with US timings.
• Employment is regular and full-time, reporting to the Training Manager.
• Position grade: E1.1.
• Minimum experience required: 36 months as a Voice & Accent Trainer; Maximum experience: 60 months in the same role.
• Prepared and approved by designated personnel.