Job
Description
Job Summary: The Voice & Accent Trainer is responsible for improving the spoken English proficiency, pronunciation, and neutral accent of customer-facing employees. This role includes planning and delivering training modules for communication enhancement, voice modulation, and cross-cultural sensitivity, ensuring trainees meet the communication standards required for global customer interactions. Key Responsibilities: Conduct Voice & Accent (V&A) training sessions for new hires and existing employees. Deliver neutralization techniques and help participants develop global English communication skills. Evaluate trainees' pronunciation, intonation, grammar, fluency , and comprehension abilities. Facilitate communication skills enhancement programs including grammar, listening, and conversation flow. Create, revise, and maintain training content, lesson plans, and evaluation tools . Work closely with Recruitment and Operations to identify training needs and conduct refresher or upskilling programs. Maintain accurate assessment records , provide feedback and improvement plans for underperformers. Use audio-visual tools , role-plays, and real-life scenarios to make training sessions engaging and practical. Provide train-the-trainer support and mentorship for peer trainers if needed. Partner with Quality and Operations to track post-training performance and ROI of training. Required Skills & Competencies: Excellent spoken and written English with a neutral or global accent. Strong knowledge of phonetics, intonation, syllable stress, and articulation techniques . Proven ability to teach grammar, fluency, voice clarity , and business communication . Ability to assess and adapt to diverse learning styles and paces . Familiarity with international customer service standards (US/UK/AU accents preferred). Effective classroom facilitation, coaching , and presentation skills . Basic understanding of customer service KPIs and call audits. Education & Experience: Bachelors degree in English, Communication, Linguistics, or related field. Certification in Train-the-Trainer, V&A, or Soft Skills is a plus. 2+ years of experience as a V&A or Communication Skills Trainer in BPO, KPO, or corporate sector. Preferred Tools & Tech: Exposure to LMS platforms , online training tools (Zoom, MS Teams, Google Meet). Proficiency with MS Office (PowerPoint, Excel) for training documentation and reporting. Familiarity with speech analysis or language training software is advantageous. Key Attributes: High level of interpersonal and cultural sensitivity . Empathetic, patient, and approachable training style. Strong analytical and feedback-giving abilities. Flexible to work in rotational shifts or across time zones (if required).
