Voice Coach

Job Title: Voice Coach BPO

Location: Malad

Shift: Rotational Shifts

Working Days: 5 Days Working

Week Off: 2 Rotational Week Offs

Job Summary:

• We are looking for a skilled and experienced Voice Coach to enhance communication quality across customer service teams in a BPO environment. The candidate will be responsible for training agents on pronunciation, grammar, voice modulation, tenses, accent neutralization, empathy, and overall communication effectiveness to improve customer experience and business performance.

Key Responsibilities:

• Conduct Voice & Accent (V&A) training sessions for new hires and existing agents.
• Train agents on:
• Pronunciation & phonetics
• Grammar & sentence construction
• Correct usage of tenses
• Fluency & articulation
• Accent neutralization
• Voice modulation & tone control
• Clarity and pacing

Improve agents soft skills including:

• Empathy & sympathy differentiation and application
• Active listening skills
• Rapport building with customers
• Professional email & verbal communication
• Conduct mock calls, role plays, and real-time call listening sessions.
• Identify communication gaps through call audits and provide constructive feedback.
• Design and update training modules, worksheets, and practice activities.
• Work closely with Quality and Operations teams to improve CSAT, AHT, and FCR.
• Conduct refresher trainings and floor interventions.
• Track performance improvement post-training and maintain training reports.
• Support agents during nesting and transition phases.

Required Skills & Competencies:

• Strong command over English language (spoken & written).
• Excellent knowledge of:
• Grammar rules
• Tenses and sentence structuring
• Phonetics and pronunciation techniques
• International accent handling (US/UK preferred)
• Strong understanding of customer service communication.
• Ability to train on empathy statements and emotional intelligence.
• Excellent presentation and facilitation skills.
• Ability to coach one-on-one and in group sessions.
• Good analytical skills to identify training needs from QA data.
• Confident personality with strong voice clarity and neutral accent.

Eligibility Criteria:

Minimum 12 years of experience as a Voice & Accent Trainer/Coach in BPO.

Graduate in any discipline (preferred).

Experience handling international voice processes is an added advantage.

Share your CV's on:

manasi.vichare@teleperformancedibs.com

9082873434

Manasi Vichare