: Senior Voice & Accent Coach (Individual Contributor)

Employment Type: Full-Time

Location: Thiruvananthapuram, Kerala

Experience: 5+ Years

Work Schedule: Flexible, aligned with US, UK, and Australian business hours as required.

About the Role

We are looking for an experienced Senior Voice & Accent Coach to improve the communication quality of client-facing teams supporting international markets, including the US, UK, and Australia.

The ideal candidate will be responsible for establishing communication standards, designing structured coaching programs, conducting training sessions, and providing personalized coaching to enhance spoken and written communication.

This role requires strong expertise in voice and accent training, pronunciation, listening skills, business communication, and cross-cultural communication. The candidate will work closely with Customer Experience, Implementation, Customer Success, and Support teams to improve client interactions and overall customer experience.

Key Responsibilities

1. Communication Standards & Training Development

- Establish communication standards and evaluation frameworks for all client-facing teams.
- Design structured training roadmaps for new hires and existing employees.
- Develop reusable training materials, practice exercises, and recorded call examples.
- Create assessment rubrics to evaluate communication quality and individual progress.

2. Training & Coaching

- Conduct group training sessions on voice modulation, accent clarity, pronunciation, listening, and written communication.
- Train employees on regional communication expectations and cultural nuances across US, UK, and Australian markets.
- Conduct role-play sessions simulating real-world client interactions, including onboarding, technical troubleshooting, escalations, and stakeholder updates.




- Provide personalized one-on-one coaching and constructive feedback.
- Develop individual improvement plans with measurable goals and timelines.

3. Call Monitoring & Performance Evaluation

- Review live calls, recorded conversations, and transcripts to identify communication improvement areas.
- Evaluate voice clarity, tone, pace, pronunciation, listening skills, and call management.
- Coach employees on professional written communication, including emails, support tickets, and client updates.
- Maintain coaching records and monitor individual progress against established evaluation standards.

4. Reporting & Stakeholder Collaboration

- Track the effectiveness of coaching initiatives through quality scores, customer satisfaction, and communication-related escalations.
- Share regular performance updates and improvement recommendations with team leadership.
- Support Talent Acquisition and hiring managers with communication assessments for client-facing candidates.
- Collaborate with cross-functional teams to align coaching programs with operational and training requirements.

Required Experience & Qualifications

- Minimum 5+ years of experience as a Voice & Accent Trainer, Communication Coach, or similar professional.
- Experience in international customer support, BPO, or B2B SaaS environments.
- Experience coaching consultative or technical conversations is highly preferred.




- Strong understanding of global English communication standards and regional accents.
- Experience designing training programs, assessment frameworks, and coaching materials.

Required Skills

- Robust expertise in accent clarity and pronunciation.
- Voice modulation techniques for global audiences.
- Excellent spoken and written English communication.
- Business communication and professional email-writing coaching.
- Group training and one-on-one coaching.
- Call monitoring, transcript evaluation, and quality assessment.
- Training roadmap and learning material development.
- Assessment rubric design and performance tracking.
- Ability to provide constructive and encouraging feedback.
- Strong interpersonal and presentation skills.

Preferred Qualifications

- CELTA, TESOL, or equivalent certification.
- Working knowledge of phonetics and the International Phonetic Alphabet (IPA).
- Familiarity with CEFR- or Versant-style communication assessments.
- Experience training teams serving US, UK, and Australian clients.

Key Performance Indicators (KPIs) Success in this role will be measured through:

- Improved call quality and communication assessment scores.
- Reduction in client complaints and escalations related to communication.
- Faster communication proficiency among newly onboarded employees.
- Improved customer satisfaction (CSAT) scores.
- Consistent improvement in individual and team communication performance.

Work Environment & Collaboration The role involves close collaboration with:

- Customer Experience (CX) Team Leads and Managers.
- Regional Teams (US / UK / Australia).
- Talent Acquisition and HR.
- Product Training and Enablement Teams.

The candidate should be comfortable working with international teams and adjusting training schedules to accommodate global business hours.

📌 Senior Voice and Accent Coach (Thiruvananthapuram)
🏢 Induct HR solutions
📍 Thiruvananthapuram