Analyst-Voice

About the role

The Voice & Accent (V&A) trainer is responsible for leading communication-skills assessment, coaching, and improvement programs for voice-based call center operations. The role manages V&A trainers and coaches, establishes communication standards, supports new-hire and tenured-agent development, and improves customer interactions through clear, confident, culturally appropriate, and customer-focused communication.

What you'll do

• V&A Team Management Lead, coach, and develop V&A trainers, communication coaches, and assessors to achieve productivity, quality, and development targets
• Allocate assessments, training, coaching, and floor-support activities while ensuring adequate coverage across processes and shifts
• Conduct performance reviews, one-to-one discussions, observations, and development planning for the V&A team. 2
• Communication Assessment and Diagnostics Oversee new-hire and tenured-agent assessments covering pronunciation, grammar, fluency, clarity, listening, tone, pace
• Ensure assessments use approved rubrics, benchmarks, call samples, and consistent rating standards

What you need

• 2–3 yrs of experience
• Lesson planning
• PowerPoint
• Communication
• Customer handling
• Escalation handling
• Root cause analysis
• Any graduate

Good to have

• Curriculum development
• Learning and development