Soft Skills and Voice

2 weeks ago

Bengaluru, India ExamRoom.AI® Full time

Position Title: Soft Skills and Voice & Accent Trainer

Department: Learning & Development

Supervises: N/A

Work Location: Full-time on-site in Bangalore, Karnataka - India


Position Summary:

The Soft Skills and Voice & Accent Trainer will design, deliver, and evaluate comprehensive training programs to enhance communication, customer service, and language proficiency for team members. This role is integral to improving customer and client interactions by equipping employees with essential soft skills, cultural awareness, and a neutral accent.


Essential Duties and Responsibilities:

The essential duties of the position include the following, and other duties may be assigned:

  • Training Delivery:
  • Conduct voice and accent training to improve pronunciation, intonation, and speech clarity.
  • Facilitate soft skills training, including communication, empathy, active listening, customer handling, conflict resolution, professionalism, and problem-solving.
  • Implement training programs to enhance cultural sensitivity and professionalism for international interactions.
  • Conduct training needs analysis to identify skill gaps and language proficiency requirements.
  • Training Design & Development:
  • Develop and update training materials, modules, role plays, simulations, and exercises tailored to business requirements.
  • Create resources supporting voice/accent neutralization and soft skills development.
  • Design evaluation tools to assess training impact on agent performance and customer satisfaction.
  • Manage training schedules, logistics, and materials.
  • Assessment & Coaching:
  • Conduct pre-training and pre-hire assessments to gauge communication and customer handling proficiency.
  • Provide one-on-one coaching and feedback for individual improvement.
  • Monitor trainee progress and recommend additional learning opportunities as needed.
  • Continuous Improvement:
  • Stay updated with industry best practices in voice, accent, and soft skills training.
  • Analyze feedback to refine and improve training effectiveness.
  • Collaborate with managers and quality teams to align training objectives with business metrics, such as CSAT, NPS, and FCR.
  • Reporting & Documentation:
  • Maintain detailed training records, progress reports, and assessment outcomes.
  • Submit regular reports on training effectiveness, performance improvements, and development needs.
  • Training Logistics:
  • Manage schedules, training rooms, materials, and invitations to ensure seamless delivery.


Supervisory Responsibilities:

None


Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education/Experience:

Bachelor’s degree in Communication, English, Linguistics, or a related field. 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 and soft skills training programs. Experience working with multinational clients/customers. Excellent communication and presentation skills. Strong interpersonal and coaching abilities. Empathy and patience for diverse learning needs. A proactive and dynamic approach to professional development and training.


Language Ability:

Expertise in phonetics, accent neutralization, and English language proficiency. Ability to train individuals in speech clarity, pronunciation, intonation, grammar, and voice modulation.


Math Ability:

Mathematical skills for data analysis and reporting purposes.


Reasoning Ability:

Strong analytical thinking and problem-solving capabilities. Ability to evaluate performance and recommend solutions for improvement. Flexibility to adapt to changing environments and champion change.


Computer Skills:

Proficiency in training management systems and e-learning platforms. Familiarity with virtual training tools, such as Microsoft Teams. Knowledge of Microsoft SharePoint, MS Forms, MS PowerPoint, and similar platforms.


Certificates and Licenses:

None


Travel:

This position does not require travel.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions.

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