Voice & Accent Coach – International Voice Process

1 month ago


Pune, India Allianz Services Full time

Designation : Voice & Accent Coach ( International Voice Process )

Job Location : Pune & Trivandrum

Experience : 3 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:


  • 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 workplace and in giving fair and equitable opportunities to all our employees, so everyone can succeed. 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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