Job Overview:

      We are seeking a skilled and dynamic Soft Skills and Voice & Accent Trainer to join our Learning & Development team. In this role, you will design, deliver, and evaluate training programs aimed at enhancing communication, customer service, and language proficiency for team members across all departments. Your mission is to elevate the customer and client experience by equipping our employees with essential professionalism, interpersonal skills, cultural awareness, and a neutral accent.

      As a Soft Skills and Voice & Accent Trainer, you will be responsible for training both newly hired and existing employees on designated modules, as well as developing engaging content for these sessions. We are looking for a self-motivated individual who is eager to drive improvements across various functions. Your effectiveness will be assessed through performance metrics, as well as your ability to stay updated on the latest process and product changes, think creatively, identify and address key performance inhibitors, and undertake additional responsibilities as assigned.

Key Responsibilities:

Training Delivery:

• Conduct voice and accent training sessions to improve pronunciation, intonation, and speech clarity for agents.

• Facilitate soft skills training including communication, empathy, active listening, customer handling, conflict resolution, professionalism and problem-solving.

• Implement training programs to improve cultural sensitivity and professionalism for international customer interactions (US users)

• Conduct training needs analysis and identify gaps in skills or language proficiency.

Training Design & Development:

• Develop and update training content, modules, role plays, simulations, and exercises in line with the ExamRoom.AI business requirements.

• Create learning resources that support both voice/accent neutralization and soft skills development.

• Design evaluation tools to assess the impact of training programs on agent performance and customer satisfaction.

• Manage training schedules, rooms, materials, and invitations.

• Manage all phases of training interventions and follow up as required.

Assessment & Coaching:

• Conduct pre-training and pre-hire assessments to evaluate the current proficiency levels of agents in communication, voice, and customer handling.

• Provide one-on-one coaching and feedback to agents to ensure individual improvement.

• Monitor trainee progress, provide ongoing assessments, and recommend additional learning opportunities where needed.

Continuous Improvement:

• Stay updated with industry best practices for voice, accent, and soft skills training.

• Analyse training feedback and adjust improve the effectiveness of the program.

• Collaborate with managers and quality teams to align training objectives with key business metrics like CSAT, NPS, and first call resolution (FCR).

• Stay updated with ExamRoom.AI process.

Reporting & Documentation:

• Maintain detailed training records, progress reports, and assessment outcomes.

• Submit regular reports on training effectiveness, agent performance improvements, and areas for further development.

Training logistics:

• Managing training schedules, rooms, materials, and invitations

Key Skills and Competencies:

Voice & Accent Neutralization:

• Expertise in phonetics, accent neutralization, and English language proficiency.

• Ability to train individuals on clarity of speech, pronunciation, intonation, grammar, and voice modulation.

Soft Skills Training:

• Proficiency in delivering training on interpersonal communication, emotional intelligence, customer empathy, professionalism and conflict resolution.

• Understanding of customer service best practices.

Coaching & Mentoring:

• Ability to coach employees on effective customer interactions and offer personalized feedback for improvement.

• Skill in evaluating performance and providing constructive feedback.

• Enhance professional development

Cross-Cultural Communication:

• Knowledge of cultural differences in communication styles and the ability to train agents to be culturally sensitive when interacting with customers from various geographies.

Qualifications:

• Bachelor’s degree in communication, English, Linguistics, or a related field.

Experience:

• Minimum of 3-5 years of experience as a Soft Skills and/or Voice & Accent Trainer, preferably in a BPO or service desk environment.

• Proven experience in delivering customer service or soft skills training programs.

• Experience working with multinational clients/customers.

Technical Skills:

• Proficiency in using training management systems and e-learning platforms.

• Familiarity with using tools for virtual training delivery (Microsoft Teams)

• Familiarity with Microsoft SharePoint and MS Forms and MS PowerPoint and other similar platforms.

Behavioral Traits:

• Excellent communication and presentation skills.

• Strong interpersonal and coaching skills.

• Empathy and patience when working with individuals of diverse learning needs.

• Analytical thinking and problem-solving ability.

• Be flexible in an environment by championing and embracing change.