Lead Trainer - Voice and Accent Coach

• Conduct language, voice, and accent training sessions aligned with organizational standards
• Audit calls and provide structured feedback to improve communication and call handling skills
• Coach bottom performers and track their progress through customized interventions
• Design and deliver on-floor coaching and feedback models
• Create training materials, flyers, and session plans based on call audit insights
• Support OJT and production ramp-up by monitoring and mentoring learners
• Maintain detailed records of audits, feedback, coaching, and training sessions
• Collaborate with operations stakeholders to implement and evaluate training programs
• Evaluate trainees and report progress to supervisors
• Interview new hires for language, voice, and accent proficiency

• Strong command of grammar, pronunciation, vocabulary, and spelling
• Proficient in feedback mechanisms and coaching methodologies
• Skilled in creating session plans and training presentations (PPTs)
• Excellent communication skills – both verbal and written
• Proficient in MS Office tools
• Confident in delivering sessions to large audiences
• Organized, self-motivated, and a team leader
• Minimum 5 years of experience in international BPO operations
• At least 3 years of experience in language, voice, and accent training in an international BPO
• Minimum 2 years of hands-on international calling experience
• Proven track record of conducting at least 70 training batches
• Minimum 1 year of experience in call auditing and coaching with a focus on language and call handling
• Graduate in any discipline

Certifications in English language teaching (BEC, CELTA, TESOL) are a plus