Client Services Voice & Accent Trainer

As an experienced and talented Voice and Accent Trainer at Interactive Brokers, you will play a crucial role in the Client Servicing Group by partnering with the recruiting team to identify and train potential candidates effectively. Your responsibilities will include: - Developing and delivering comprehensive training programs focusing on professional communication skills, client relationship management, phone etiquette, problem-solving, active listening, empathy, voice and accent refinement, and client service excellence. - Conducting needs assessments to identify skill gaps and creating targeted training solutions aligned with business objectives. - Monitoring and assessing client service interactions, providing constructive feedback, and participating in calibration sessions to ensure consistent scoring and feedback delivery. - Identifying early indicators of performance challenges and escalating any issues promptly to maintain high standards. - Keeping abreast of industry best practices and implementing innovative approaches to skills development. - Designing and implementing refresher training programs with QA and Client Services management to enhance client service standards. - Executing the global orientation and onboarding training for new joiners, monitoring eLearning programs, and tracking progress with line managers. Qualifications required for this role include: - University degree (Bachelor's) and professional certification in training, learning, and development. - Excellent English language communication skills, both written and verbal. - Superior facilitation and presentation abilities with experience engaging diverse learning styles. - Minimum 7 years of experience designing, facilitating, and assessing blended learning programs in client services or client experience areas. - Demonstrated ability to develop effective training methodologies and measure training effectiveness in enhancing client-facing soft skills. - Knowledge of capital markets, ideally with experience in financial services or fintech companies.,