Client Services Voice & Accent Trainer

The role will be responsible for the following:

• Partner with the recruiting team to identify potentially trainable candidates during the hiring stage and take accountability for delivering 90% throughput in training those potential hires.
• Develop and deliver comprehensive training programs for new hires and existing associates, focusing on:
• Professional communication skills (including written communication, verbal skills and digital correspondence)
• Client relationship management
• Phone etiquette and call handling techniques
• Problem-solving and conflict resolution
• Active listening and empathy
• Voice and accent refinement, where needed
• Client service excellence
• Conduct needs assessments (TNI & TNA) to identify skill gaps and create targeted training solutions that align with business objectives.
• Monitor and assess client service interactions across multiple channels, providing constructive feedback on communication effectiveness, soft skills application, and overall client experience delivery.
• Participate in calibration sessions to ensure consistent scoring & feedback delivery approach across the training team.
• Identify early indicators of performance challenges and promptly escalate possible new hire attrition, poor performance, misfit skills, or behavioral issues in training.
• Foster a culture of continuous improvement by keeping abreast of current industry best practices in client services training and implementing innovative approaches to skills development.
• In partnership with QA and Client Services management, design and implement refresher training programs to maintain and enhance client service standards across the organization.
• Execute the strategy of the IBKR global orientation and Client Services onboarding training for new joiners, delivering training sessions, monitoring completion of eLearning programs and liaising with line managers to track progress and further training needs.

Qualifications:

• Education: University degree (Bachelors).
• Professional certification in training, learning and development, or a related field.
• 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, implementing, and assessing blended learning programs, particularly in client services or client experience areas.
• Demonstrated ability to develop effective training methodologies that enhance client-facing soft skills.
• Experience measuring training effectiveness and demonstrating ROI on learning initiatives.
• Knowledge of capital markets- ideally, experience working for a financial services or fintech company.