Voice and Accent Trainer (Process Trainer)

Job Title:

Voice & Accent Trainer

Date Updated:

28th April 2026

Full/Part Time:

Full

Reporting to:

Training Manager

Regular/Temporary:

Regular

Function/Sub Function:

Training

Minimum Experience:

36 months as V&A Trainer

Band/Grade:

E1.1

Maximum Experience:

60 months as V&A Trainer

Prepared By

Vinisha Shah

Working Shift:

US shifts

Approved By:

Shiju Jose

JOB SUMMARY

The Voice & Accent Trainer is responsible for improving agents spoken English, pronunciation, clarity, intonation, neutral accent, and professional communication skills. The role supports customer experience goals by ensuring agents communicate clearly, confidently, and empathetically with US representatives, Patients & Customers particularly in voicebased interactions aligned with business and client expectations.

KEY WORDS

• Voice & Accent Training

• Accent Neutralization

• Pronunciation & Articulation

• Phonetics

• Communication Skills

• Call Control & Clarity

• Listening & Comprehension

• Customer Experience (CX)

• Coaching & Feedback

• BPO / Contact Center Training

• Quality Improvement

• Healthcare / Customer Support Communication

ESSENTIAL RESPONSIBILITIES:

• Deliver Voice & Accent training for new hires and existing agents through classroom, virtual, and oneonone sessions.
• Train agents on Language, accent neutralization, pronunciation, stress, intonation, and speech clarity.
• Conduct diagnostic assessments to identify individual communication gaps.
• Develop and implement personalized coaching plans based on agent performance and business needs.
• Provide realtime feedback, call listening sessions, and corrective coaching.
• Design, update, and maintain training materials such as presentations, practice exercises, and call scripts.
• Partner with Quality and Operations teams to address communicationrelated performance issues.
• Track progress and share training outcomes and improvement metrics with stakeholders.
• Ensure all training aligns with process requirements, client expectations, and compliance standards.
• Promote professional language usage, empathy, and confidence in customer interactions.
• Developing V&A training materials and training techniques.

SKILLS AND COMPETENCIES

• Strong expertise in English phonetics, phonology, and accent neutralization techniques.
• Proficiency in English language, pronunciation, stress, rhythm, and intonation training.
• Experience in call monitoring, feedback delivery, and communication audits
• Ability to design training material, exercises, and assessment tools (ILT / VILT).
• Comfortable using virtual training tools (MS Teams / Zoom / LMS platforms).
• Excellent PowerPoint skills

FORMAL EDUCATION AND EXPERIENCE

• Graduation in any stream
• Exposure to corporate/BPO training environments is highly desirable
• 3–5 years in Voice & Accent / Communication / Soft Skills Training