Vocal Coach

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Job Description: Voice Coach

Role Overview

The Communication & Behavior Coach is responsible for improving agent communication, soft skills, and customer‑centric behaviors across the operations floor. The role focuses on enhancing call quality, building strong linguistic and communication foundations, and driving performance improvements through structured coaching, voice interventions, and behavioral development frameworks. This position partners closely with Operations, Training, and Quality teams to elevate customer experience and support agents throughout their learning curve—from new hires to tenured performers.

Key Responsibilities

1. Call Audits & Insight Generation

• Audit live and recorded customer interactions to identify communication gaps, behavioral trends, and improvement opportunities.
• Translate audit findings into actionable insights and coaching recommendations.
• Provide detailed feedback to agents, focusing on clarity, professionalism, empathy, and customer handling.

2. Coaching & Development

• Deliver structured 1:1 coaching sessions to improve communication skills, voice quality, tonal control, and soft skills.
• Conduct floor‑based voice coaching to enhance articulation, clarity, empathy, and overall interaction experience.
• Support bottom‑quartile performers with customized coaching plans designed to improve KPIs and overall communication proficiency.
• Reinforce learning through targeted micro‑coaching and follow‑up sessions.

3. Training Delivery

• Facilitate limited classroom‑based reinforcement sessions for new hires and production reps to strengthen core communication and process concepts.
• Support transition from training to production by addressing communication gaps early in the ramp‑up phase.

4. Phonetics, Phonology & Linguistic Improvement

• Apply foundational knowledge of sounds, phonetics, and phonology to identify and correct speech issues such as mispronunciation, MTI influence, articulation errors, and unclear enunciation.
• Coach agents on pace, pitch, intonation, stress patterns, rhythm, and voice modulation to enhance customer understanding and call clarity.
• Develop voice‑improvement exercises and interventions tailored to individual needs.

5. Customer Centricity & Service Excellence

• Promote a strong culture of customer centricity, ensuring agents demonstrate empathy, ownership, courtesy, and solution‑oriented communication.
• Identify behavior barriers impacting customer experience and deliver targeted coaching to address them.
• Reinforce service-first principles to help agents drive satisfaction and reduce customer effort.

6. New Hire & Production Rep Support

• Coach new hires and production agents to build confidence and communication effectiveness that directly supports performance KPIs.
• Monitor early performance indicators to identify communication-related gaps and provide timely interventions.
• Work with Training and Operations teams to ensure consistent communication standards from day one on the floor.

7. Collaboration & Alignment

• Conduct regular calibrations with process owners, Quality teams, and fellow coaches to ensure scoring consistency and aligned expectations.
• Partner with Operations to identify communication trends, skill gaps, and improvement priorities.
• Contribute to cross-functional initiatives aimed at improving customer satisfaction and process efficiency.

Required Skills & Competencies

• Strong understanding of communication principles, voice modulation, and customer‑handling skills.
• Working knowledge of phonetics, phonology, and speech improvement techniques.
• Excellent coaching, feedback delivery, and behavioral‑intervention skills.
• High customer‑centric mindset with the ability to model service-driven communication.
• Ability to analyze call data and convert insights into actionable coaching.
• Strong interpersonal skills and the ability to influence without authority.
• Comfort working in fast-paced operations and coaching diverse agent groups.

Preferred Qualifications

• Experience in communication coaching, quality analysis, training, or soft-skill development (voice/non‑voice).
• Background in customer support, BPO operations, or training.
• Exposure to linguistic training, voice & accent coaching, or phonetics considered an advantage.

LOCATION - JAIPUR

PACKAGE

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