Voice & Accent Coach – International Voice Process

2 months ago

Pune, India Allianz Services Full time

Designation : Voice & Accent Coach ( International Voice Process )

Job Location : Allianz Service , Pune

Experience : 4 to 8 years


Desired Candidate profile:

  • Good communication skills with neutral accent
  • Excellent verbal and written skills in English Language
  • Familiarity with various accents of English
  • Knowledge of phonetics, speech sounds, grammar concepts and usage
  • Language accuracy and exceptional listening skills: Eye for detail
  • Good grasp of customer experience skills and an understanding of Adult learning
  • Strong analytical skills and proficiency with Microsoft Excel
  • Excellent presentation skills
  • The passion to coach and assist agents and an understanding of Adult learning
  • Experience in training and understanding of coaching strategies


Roles and Responsibilities:

Roles and Responsibilities:


  • Audit calls and coach the agents on customer centricity, grammatical accuracy and enunciation
  • Actively contribute to the learning curve of the agents by giving continuous feedback
  • Compile daily, weekly, and monthly reports of the audits and send them to the operational management
  • Take ownership and assess the communication factors that contribute to Customer satisfaction score
  • Identify and come up with a coaching plan for individuals aligned to the business needs
  • Ability to identify training needs and liaise with the training teams (internal and external) to develop customised training programs
  • Conduct floor refreshers
  • Responsible to escalate and flag poor performance and attitude towards customers



Disclaimer : At Allianz, we believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We, the Allianz Services India family, welcome all applications from all regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life

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