Voice Coach - Voice and Accent
Image Icon India · Gurugram
Category Other
Full time


  • Manage span of team for specific business and help associate achieve their operational KPI's like quality, CSAT/NPS
  • Client Management- Attend client calibration and represent core team.
  • Ensure overall smooth functioning of the process
  • Essure Service Levels are met and exceed (eg., CSAT, NPS, Quality)
  • Monitoring and controlling quality and operations.
  • Timely SOP and process flow creation/updating, facilitate other ad hoc process documentation and conducting audits.
  • Address issues arising out of day-to-day working which may have a bearing on team performance.
  • Train a team of associates and impart knowledge that impact soft skills, language or behaviors defined by client.
  • Conduct refresher and update training
  • Ongoing monitoring of associates performance and tracking deviations.
  • Help in achieving continuous improvements by running refreshers that are specifically curated to meet the KPI's
  • Regularly assess training needs to fill gaps in performance.
  • Conduct periodic meetings & huddles with the team to gauge and improve performance.
  • Track and ensure improvement of lower performing associates.
  • To mentor team members, to keep the team highly motivated and focused.
  • Facilitating internal audits on communications and soft skills.
  • Sharing regular update with internal and external stake holders on FG performance.
  • Successfully conduct TNI and TNA on a monthly basis and plug back loopholes in training.
  • Conduct refresher sessions with NH agents to keep them posted about client SLA's
  • Publish dashboard on weekly basis with numbers of monitoring and coaching sessions conducted and RCA.
  • Train new hire batches, in the absence of a trainer on communication, soft skills and cultural aspects.


Critical Competencies

  • Customer focus
  • Planning
  • Ownership and Achievement focus
  • Teamwork


Skills & Proficiency level

  • Excellent English verbal communication skills
  • B2 Select 10 and above on CEFR


Education and Experience

  • Graduate in any discipline
  • 2 – 4 years of relevant experience in the training domain in US/UK market is a MUST.
  • Call center agents with excellent communication skills with an aspiration to join training domain can also apply.
  • Willing to work in shift (US/UK)