Voice & Accent Trainer
- NLB Group
- 5 - 10 years
- Noida, Gurugram
- 3 months ago
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Job Description
Job Summary:
The Voice & Accent Trainer is responsible for improving the spoken English proficiency, pronunciation, and neutral accent of customer-facing employees. This role includes planning and delivering training modules for communication enhancement, voice modulation, and cross-cultural sensitivity, ensuring trainees meet the communication standards required for global customer interactions.
Key Responsibilities:
- Conduct Voice & Accent (V&A) training sessions for new hires and existing employees.
- Deliver neutralization techniques and help participants develop global English communication skills.
- Evaluate trainees' pronunciation, intonation, grammar, fluency, and comprehension abilities.
- Facilitate communication skills enhancement programs including grammar, listening, and conversation flow.
- Create, revise, and maintain training content, lesson plans, and evaluation tools.
- Work closely with Recruitment and Operations to identify training needs and conduct refresher or upskilling programs.
- Maintain accurate assessment records, provide feedback and improvement plans for underperformers.
- Use audio-visual tools, role-plays, and real-life scenarios to make training sessions engaging and practical.
- Provide train-the-trainer support and mentorship for peer trainers if needed.
- Partner with Quality and Operations to track post-training performance and ROI of training.
Required Skills & Competencies:
- Excellent spoken and written English with a neutral or global accent.
- Strong knowledge of phonetics, intonation, syllable stress, and articulation techniques.
- Proven ability to teach grammar, fluency, voice clarity, and business communication.
- Ability to assess and adapt to diverse learning styles and paces.
- Familiarity with international customer service standards (US/UK/AU accents preferred).
- Effective classroom facilitation, coaching, and presentation skills.
- Basic understanding of customer service KPIs and call audits.
Education & Experience:
- Bachelors degree in English, Communication, Linguistics, or related field.
- Certification in Train-the-Trainer, V&A, or Soft Skills is a plus.
- 2+ years of experience as a V&A or Communication Skills Trainer in BPO, KPO, or corporate sector.
Preferred Tools & Tech:
- Exposure to LMS platforms, online training tools (Zoom, MS Teams, Google Meet).
- Proficiency with MS Office (PowerPoint, Excel) for training documentation and reporting.
- Familiarity with speech analysis or language training software is advantageous.
Key Attributes:
- High level of interpersonal and cultural sensitivity.
- Empathetic, patient, and approachable training style.
- Strong analytical and feedback-giving abilities.
- Flexible to work in rotational shifts or across time zones (if required).
Please share your cv at su************a@nl****h.com
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: FreshersContact Details:
Company: NLB GroupsLocation(s): Noida, Gurugram
Keyskills: V&A Banking Process Communication Training Process Trainer Voice Process Voice And Accent Train-the-Trainer
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