Senior Trainer - Voice Process

Job Summary

The Voice Trainer is responsible for training and developing employees on verbal communication, pronunciation, voice modulation, accent, customer interaction, and call-handling skills. The role focuses on improving the overall quality and effectiveness of customer conversations and ensuring employees meet the organization's communication and voice-quality standards.

Key Responsibilities

• Conduct training programs for new hires and existing employees on voice and communication skills.
• Deliver training on pronunciation, enunciation, intonation, stress, rhythm, tone, and voice modulation.
• Develop employees' spoken English and overall verbal communication skills.
• Train employees on active listening, questioning, probing, empathy, and effective customer interaction.
• Conduct sessions on neutral accent and clarity of speech, where applicable to the business requirement.
• Provide training on professional language, sentence construction, grammar, vocabulary, and appropriate call etiquette.
• Conduct role plays, mock calls, group discussions, presentations, and other practical learning activities.
• Identify individual communication gaps and provide targeted coaching and feedback.
• Evaluate trainees through assessments, mock calls, voice evaluations, and other relevant methods.
• Work closely with Quality, Operations, and Training teams to identify recurring communication and call-quality gaps.
• Develop and update training materials, exercises, assessments, and voice-training modules.
• Conduct refresher and remedial training based on performance trends and quality findings.
• Track trainee progress and maintain accurate training and assessment records.
• Prepare training reports and share performance observations with relevant stakeholders.
• Continuously improve training methods based on learner feedback, quality data, and business requirements.

Required Qualifications

• Bachelor's degree in English, Communication, Education, or a related field preferred.
• Prior experience as a Voice Trainer, Communication Trainer, English Trainer, or in a similar role.
• Experience in BPO, customer service, contact center, or a similar environment is preferred.
• Excellent spoken and written English communication skills.
• Strong knowledge of pronunciation, phonetics, grammar, vocabulary, and voice modulation.

Key Competencies

• Verbal and written communication
• Voice and accent training
• Pronunciation and phonetics
• Facilitation and presentation
• Coaching and feedback
• Active listening
• Assessment and evaluation

Key Performance Indicators

• Trainee assessment and certification results
• Improvement in communication and voice-quality scores
• Training completion and attendance
• Post-training quality and performance improvement
• Trainee feedback and training effectiveness
• Successful completion of refresher and remedial training programs

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Food provided
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person