Job description

• Conduct Voice & Accent and International Process Training for new hires and existing employees.
• Evaluate trainees through voice assessments, mock calls, and feedback sessions.
• Drive communication and soft skills improvement initiatives across the team.
• Customize training content based on client process and business needs.
• Track and report training effectiveness and individual progress.
• Collaborate with quality and operations teams to identify skill gaps and address them through targeted sessions.
• Support continuous learning through floor coaching, refresher training, and one-on-one mentoring.

• Minimum 4 years of total experience in international BPO/voice processes.
• At least 1 year of experience as a Voice & Accent/Process Trainer.
• Excellent command over spoken English, including accent clarity, pronunciation, and grammar.
• Hands-on experience in training delivery, assessment, and feedback mechanisms.
• Good interpersonal skills with the ability to motivate and engage trainees.
• Comfortable working in rotational or night shifts as per business requirements.

• Certification in Voice & Accent or Communication Skills (if any)
• Experience in training for US/UK voice processes
• Exposure to customer experience coaching or floor support

Skills Required

Key Skills

• INTERNATIONAL VOICE PROCESS
• TRAINER

Other Information