Assistant Manager-Voice & Accent Training
Assistant Manager-Voice & Accent Training
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1 Vacancy
Job Description
Job Overview
The Assistant Manager Voice & Accent Training will elevate both spoken and written English communication across channels-including voice calls chat email and floor support-by assessing training needs delivering coaching and improving quality metrics. Youll facilitate communication and cultural soft-skills training for new hires and current team members perform TNI/TNA and drive on-floor interventions to achieve consistent service excellence.
Key ResponsibilitiesTraining Delivery & Coaching
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Conduct voice and accent training: pronunciation intonation clarity and cultural alignment.
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Deliver communication-focused training for new-hire and pre-process batches across voice chat and email.
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Provide ongoing coaching through floor interventions team huddles and individual sessions.
Needs Analysis & Quality Improvement
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Execute Training Needs Identification (TNI) and Needs Analysis (TNA) using NPS and CSAT data to tailor training modules.
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Audit voice chat and email interactions; provide targeted feedback and remediation plans.
Team Collaboration & Stakeholder Engagement
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Work closely with operations quality and client teams to align training with evolving process needs.
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Support client calibrations share training insights and contribute to performance reviews and reporting.
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Relevant Experience: Must have prior experience in Voice & Accent training. Proven track record in facilitating and leading training in communication cultural soft-skills and accent modulation is essential.
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Experience Level: Ideally 2 4 years in voice & accent and soft-skills training within a BPO or international delivery environment.
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English Proficiency: Exceptional spoken and written English with strong pronunciation grammar and cultural awareness (CEFR B2 or equivalent).
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Education: Bachelors degree in English Linguistics Communications Education or a related field.
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Onsite & Shift Flexibility: Must be fully onsite at Bridgetowne and available for shifting schedules (US/UK-oriented).
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Accent & Phonetics: Deep understanding of English phonology accent neutralization and voice modulation.
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Training & Coaching: Proficient in TNI/TNA methods classroom facilitation and floor-level coaching in blended formats.
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Analytical Insight: Strong ability to interpret performance metrics (NPS CSAT) and apply insights to training improvements.
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Leadership & Communication: Effective interpersonal and presentation skills with experience mentoring trainers and engaging stakeholders.
Employment Type
Full-time
