Foundation Trainer - PCC

Sample :

Position Summary:
The Voice & Accent Trainer is responsible for enhancing the spoken communication skills of call center agents. This includes accent neutralization, pronunciation improvement, voice modulation, and cultural sensitivity training to ensure effective customer interactions across global markets.

Key Responsibilities:

• Conduct voice and accent assessments during hiring and onboarding phases
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• Deliver structured training modules covering phonetics, articulation, syllable stress, and accent reduction
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• Facilitate sessions on American/British accent differences, telephone etiquette, and cultural nuances
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• Design and implement roleplays, mock calls, and storytelling exercises to reinforce learning
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• Provide feedback and coaching to trainees on grammar, pronunciation, and communication style
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• Collaborate with process trainers and quality teams to align training with operational goals
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• Maintain training records, track progress, and support certification processes
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Qualifications:

• Bachelor's degree in Communications, Linguistics, or related field.
• Certification in Voice & Accent Training or equivalent.
• Minimum 2 years of experience in V&A training or floor support in a BPO environment
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• Strong command of English with neutral accent and excellent interpersonal skills.
• Familiarity with call center operations and customer service protocols.

Preferred Skills:

• Accent reduction techniques
• Phonetics and linguistics
• Public speaking and storytelling
• Cultural sensitivity and empathy training
• Feedback and evaluation methodologies

Training Structure Reference:

Training programs often span 5–10 days of foundation training, followed by process-specific modules and on-the-job training (OJT). Topics include:

• Empathy and rapport building
• Active listening and positive scripting
• Customer profiling and AER framework
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• Compliance and cultural modules
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