Voice & Accent Trainer (BPO — Voice & Chat)

Voice & Accent Trainer (BPO — Voice & Chat)

About the Company

ChowdhuryX  a fast-growing startup BPO focused on delivering high-quality voice and chat support to US clients. We pride ourselves on strong client relationships, fast onboarding, and high-performance teams. This role requires extra dedication, flexibility, and a hands-on approach.

Role Summary

We are looking for a smart, experienced
Voice & Accent Trainer
who can interact directly with clients to capture requirements, convert those into structured training plans, and train/coach voice & chat associates (or both) to meet client SLAs and quality expectations. The ideal candidate has a proven track record in BPO training, excellent spoken English, and the ability to systemize training "bit by bit — point by point."

Key Responsibilities

• Meet & consult with clients to gather detailed requirements for voice and/or chat processes — probe until every requirement is crystal clear.
• Translate client requirements into a structured training plan (modules, schedules, checklists, assessment criteria).
• Design and deliver training for voice, accent neutralization, soft skills, phone etiquette, and chat/text communication as per client needs.
• Conduct initial onboarding training, mock calls/chats, role-plays, and remedial coaching.
• Create and maintain training materials: voice scripts, knowledge base articles, FAQs, pronunciation guides, chat templates, scoring rubrics.
• Assess trainees using objective metrics (call quality scores, AHT, adherence, NPS, customer satisfaction, CSAT, QA scores).
• Certify agents for client readiness and maintain a training dashboard showing progress and pass/fail outcomes.
• Shadow live calls/chats and provide real-time feedback; run weekly calibration sessions with QA and client representatives.
• Work with hiring / operations to identify skill gaps and propose improvement plans (retraining, microlearning).
• Coach senior agents into "buddy trainers" or subject matter experts when needed.
• Maintain training records, feedback logs, and client sign-offs.
• Contribute to continuous improvement: update scripts and SOPs based on client feedback and operational learnings.
• Be available for escalations and urgent upskilling when new clients/process changes roll out.

KPIs / Success Metrics

• % of trainees certified on first attempt
• QA/Call quality average for trained agents
• Time to proficiency (days from training start to client-ready)
• Reduction in client escalations tied to language/communication issues
• CSAT / NPS improvements for voice/chat channels post-training

Required Qualifications & Experience

• 3–6+ years of BPO training experience (voice & chat); or equivalent experience in customer-facing training roles.
• Proven track record of training U.S.-centric voice processes and/or chat/text support for US clients.
• Excellent spoken English and neutral accent ability; strong grasp of US idioms, intonation, and business English.
• Strong client-facing skills — able to capture requirements precisely and present training plans clearly.
• Experience with training tools / LMS, call recording systems, QA platforms, and MS Office / Google Workspace.
• Comfortable working in US shifts and a fast-paced startup environment.

Preferred / Nice-to-have

• Experience with multiple verticals (tech support, e-commerce, healthcare, finance) is a plus.
• Certification or formal training in communication/linguistics, or voice coaching.
• Experience building microlearning and bite-sized training modules.

Skills & Attributes

• Excellent communication and presentation skills.
• Analytical mindset — uses data to optimize training.
• Patient, empathetic coach but results-oriented.
• Highly organized — creates structured, repeatable training processes.
• Proactive, reliable, and willing to put in extra effort for a startup environment.

What We Offer

• Competitive salary (industry-aligned) and performance bonuses.
• Opportunity to shape training processes at an early-stage startup.
• Growth path into Training Head / L&D or Operations roles.
• Supportive team and flexible work arrangements (where possible).

·       
Location:
Hyderabad (Office)

Shift:
US-shift / Night shift (as required by client)

Employment type:
Full-time

Reporting to:
Operations Manager