Voice and Accent Trainer

Job Title: Voice and Accent Trainer

Department:

Position Overview

The Voice and Accent trainer will be responsible for training new hires and existing staff to develop strong communication, listening, and customer service skills essential for U.S. client interactions. The role involves conducting intensive Voice & Accent (V&A) and soft skills sessions during onboarding, providing one-on-one coaching for live call improvement, and monitoring call quality to maintain high service standards.

Key Responsibilities

1. Training Delivery

• Conduct structured

  Voice and Accent training

  programs for new hires, focusing on:
• Pronunciation, intonation, and accent neutralization
• U.S. geography, culture, and idiomatic usage
• Call etiquette and empathy in customer interactions
• Facilitate

  refresher sessions

  and

  ongoing language coaching

  for tenured employees.
• Collaborate with Process Trainers to align communication modules with business process requirements (e.g., Verification of Benefits, AR follow-up, etc.).

2. Call Quality & Coaching

• Regularly

  monitor live and recorded calls

  to assess tone, fluency, clarity, and professionalism.
• Provide

  individual coaching sessions

  for agents based on quality feedback, focusing on pronunciation, grammar, and effective listening.
• Maintain call quality scorecards and share weekly improvement reports with Operations and QA.
• Partner with Quality Analysts to identify communication-related gaps impacting performance and customer experience.

3. Training Design & Improvement

• Develop and continuously update

  Voice and Accent training content

  , call simulation scripts, and pronunciation tools.
• Create roleplays, mock calls, and shadowing exercises to strengthen confidence and articulation.
• Leverage analytics from QA data to drive targeted communication enhancement programs.

4. Stakeholder Collaboration

• Work closely with

  L&D, Operations, and QA teams

  to ensure consistency in tone and communication standards across all client accounts.
• Conduct calibration sessions with team leads to align feedback and improvement areas.

Required Skills & Competencies

• Excellent command over

  English language, grammar, and phonetics

  .
• Strong understanding of

  U.S. culture, accent variations, and conversational patterns

  .
• Experience in

  call coaching, feedback delivery, and communication assessment tools

  .
• Ability to

  motivate and build confidence

  among trainees.
• Strong interpersonal, presentation, and facilitation skills.
• Proficiency in MS Office (Word, Excel, PowerPoint) for reporting and tracking progress.

Qualifications & Experience

• Bachelors degree in English, Communications, or a related field.

• 36 years

  of experience in

  Voice and Accent / Soft Skills coaching

  , preferably in a U.S. healthcare or BPO setup.
• Certification in Voice and Accent or Language Training (preferred).
• Exposure to

  call quality monitoring tools

  and

  RCM/Healthcare domain

  is an advantage.

What We Offer

• Transparent performance framework linked to

  quality-based incentives.

• Opportunity to

  influence process excellence

  and build QA systems in a fast-growing GCC.
• A collaborative culture emphasizing

  learning, recognition, and accountability.

• Competitive salary and benefits package with performance-linked growth path.
• Exposure to U.S. healthcare operations and automation-driven QA analytics.

How to Apply

HR@GeoProteam.com

Disclaimer & Policy Statements:

• Equal Opportunity Employer statement
• Discrimination-Free Workplace
• We have Equal Pay and Background Check policies
• Drug-Free Workplace
• Confidentiality agreement