Narayana Health is looking for an experienced UK Voice & Process Trainer to join its growing UK Healthcare Contact Centre team, supporting the operations of Practice Plus Group (PPG) Hospitals in the UK. This is a specialised training role with a strong focus on Voice & Accent Development (60%) and Process Training (40%), aimed at building a team of highly effective customer-facing professionals who can deliver an exceptional patient experience to UK customers. The role will be responsible for enhancing agents' spoken English, UK accent comprehension, pronunciation, fluency, communication effectiveness and patient interaction skills, alongside delivering process, product and operational training. We are particularly interested in professionals with experience in UK international voice processes, ideally from healthcare, hospital, insurance, patient support or other customer-centric contact centre environments. Work Details
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Location:
Electronic City Phase 1
- Bangalore
• Shift: UK-aligned rotational shifts (12 Noon – 11 PM IST)
• Working Days: 5 days a week with rotational offs Education & Experience
• Graduate in any discipline.
• 5–7 years of overall experience in international voice-based contact centre/BPO operations.
• Minimum 2 years of experience in a training role, with hands-on experience in Voice & Accent training and process training.
• Prior experience in UK voice processes is mandatory.
• Experience working with UK customers, understanding UK communication styles, accents and customer service expectations is essential.

Key Responsibilities
& Deliverables 1. Voice & Accent Training – 60%
• Deliver Voice & Accent training to current hires and existing employees, focusing on UK English pronunciation, phonetics, accent neutralization, fluency, grammar and intonation.




• Improve agents' listening comprehension of UK accents, communication skills, empathy and telephone etiquette.
• Conduct mock calls, role plays, communication assessments and individual coaching sessions.
• Identify communication gaps through call audits and implement targeted improvement plans.
• Provide nesting and floor support to ensure agents meet UK communication and quality standards. 2. Process Training – 40%
• Deliver induction, process, refresher and upskilling training for UK healthcare contact centre operations.
• Train employees on process workflows, SOPs, patient handling and customer service standards.
• Develop and maintain training content, SOPs, presentations and assessment materials.
• Conduct knowledge assessments and provide floor support during nesting.
• Partner with Operations and QA teams to identify performance gaps and drive targeted training interventions. 3. Training Effectiveness & Reporting
• Monitor training effectiveness through assessments, communication scores and quality metrics.
• Maintain training records, performance reports and learning documentation.
• Collaborate with Operations and QA teams to continuously improve agent capability and patient experience. Mandatory Skills & Competencies
• Strong expertise in UK English pronunciation, phonetics, accent neutralisation, grammar, fluency and voice modulation.
• Excellent spoken and written English communication skills, with a strong understanding of UK accents and cultural nuances.
• Proven experience in delivering Voice & Accent training, process training, communication assessments and coaching.
• Strong facilitation, presentation, mentoring and interpersonal skills, with the ability to drive measurable training outcomes.
• Good understanding of international voice process operations, customer handling standards, training documentation and performance reporting.

📌 Voice & Process Trainer - UK Contact Centre (Bengaluru)
🏢 Narayana Health
📍 Bengaluru