Senior Trainer

Job Description: Voice & Accent Trainer – Customer Support

Role Title: Voice & Accent Trainer

Department: Learning & Development

Location: Gurugram

Reports To: Associate Director – L&D

About The Role

We are looking for a dynamic and hands-on Voice & Accent Trainer to support the capability development of our Customer Support team. The ideal candidate will be responsible for delivering high-quality New Hire Training (NHT), refreshers, and floor-based coaching while collaborating closely with Quality and Operations teams in a fast-paced environment. This role requires strong training delivery skills, excellent communication, and high proficiency in data analysis and Excel.

Key Responsibilities

Training Delivery

• Conduct New Hire Training (NHT) covering:
• Voice & Accent
• Communication Skills
• Customer Service Etiquette
• Product & Process Knowledge
• Soft Skills & Behavioural Skills
• Facilitate refresher trainings based on Quality insights, performance trends, and business requirements.
• Support On-the-Job Training (OJT) and bridge knowledge/skill gaps identified in early production.
  
  

• Audit live calls on the floor to assess communication effectiveness, call quality, and adherence to standards.
• Share structured feedback with agents to improve communication, clarity, tone, and customer handling.
• Work with the Quality team to identify training interventions for performance improvement.
  
  

• Maintain detailed training reports, dashboards, attendance records, assessments, and performance trackers.
• Analyse training data, agent performance patterns, and quality metrics to propose improvements.
• Prepare and present weekly/monthly training metrics to stakeholders.
  
  

• Collaborate with the L&D team to enhance training modules, content, and interventions.
• Ensure all training materials are updated, engaging, and aligned with business needs.
• Support the rapid scaling of training initiatives in a fast-paced, evolving environment.
  
  

• Excellent communication skills with strong command over English (spoken and written).
• Strong Voice & Accent expertise with the ability to coach diverse groups.
• Proven ability to deliver effective and engaging training sessions.
• High proficiency in MS Excel (pivot tables, VLOOKUP, dashboards, and data interpretation).
• Strong data orientation and ability to draw insights from performance metrics.
• Ability to work under pressure and manage multiple training cycles simultaneously.
• Strong stakeholder management and collaboration abilities.
  
  

• Graduate in any discipline.
• 2–5 years of experience as a Voice & Accent Trainer / Communication Coach, preferably in a Customer Support or BPO environment.
• Experience in handling NHT, refreshers, and floor coaching is preferred.
  
  

• Someone proactive, energetic, and hands-on.
• A trainer who is adaptable, tech-savvy, and comfortable working in a high-speed operational setup.
• A strong communicator who can influence, engage, and develop frontline teams.