Job Description
About the Role
We are seeking an experienced Voice & Accent Trainer with hands-on exposure to U.S.-based call center operations. The ideal candidate must have worked with U.S. clients, understand communication expectations, and be capable of training voice and chat teams to meet international quality standards.
This role requires strong leadership skills, client interaction experience, and full ownership of team communication performance.
Key Responsibilities
Training & Development
Conduct Voice & Accent training sessions for new and existing team members
Improve pronunciation, fluency, neutral accent, and clarity
Train team on U.S. cultural sensitivity and communication etiquette
Provide chat communication training (grammar, tone, structure)
Conduct mock calls, live call audits, and feedback sessions
Develop training modules and communication improvement plans
Client Interaction & Requirement Handling
Interact directly with U.S.-based clients to understand expectations
Gather client communication standards and KPIs
Ensure team alignment with client-specific communication requirements
Address communication-related escalations
Key Responsibilities
- Operations & Team Management
- Take full responsibility for voice & chat quality standards
- Monitor call/chat quality performance
- Work closely with Operations Manager and Team Leads
- Manage multiple client accounts simultaneously
- Conduct regular performance reviews and coaching sessions
- Ensure smooth communication operations across processes
- Required Skills & Qualifications
- 3–5 years of experience in U.S. voice process / call center
- Prior experience as Voice & Accent Trainer preferred
- Strong understanding of American accent and communication standards
- Experience handling U.S. clients directly
- Ability to train both Voice & Chat processes
- Excellent communication & presentation skills
- Strong leadership and team management ability
- Experience handling multiple clients
Requirements
- Preferred Skills (Added Advantage)
- Exposure to BPO / ITES / Staffing environment
- Experience in Quality Assurance (QA) processes
- Understanding of call center KPIs (AHT, CSAT, FCR, etc.)
- Familiarity with call monitoring tools
- Training certification (added advantage but not mandatory)
- Soft Skills Required
- High level of accountability
- Strong mentoring ability
- Professional demeanor
- Problem-solving mindset
- Adaptability to rotational shifts
- Strong interpersonal skills
- What We Offer
- Opportunity to work with U.S.-based clients
- Leadership-level exposure
- Career growth in training & operations
- Professional and structured work environment