Voice & Accent Trainer – US Healthcare BPO

About the role

We are seeking a Voice & Accent Trainer to elevate the spoken communication skills of customer‑facing staff for a US‑based direct‑to‑consumer healthcare brand. The focus is on delivering clear, natural American English in real‑time customer interactions.

Key responsibilities

• Conduct voice and accent assessments for new hires and existing agents.
• Provide individual and group coaching on pronunciation, accent neutralisation, intonation, rhythm, voice modulation and grammar.
• Design and deliver drills, pronunciation exercises, role‑play scenarios and refresher programs.
• Analyse call recordings, identify recurring communication gaps and create personalised improvement plans.
• Collaborate with Quality, Training and Customer Support leaders to track trends and impact on customer experience.
• Maintain detailed training records, assessment scores and progress reports.

Required profile

• Bachelor’s degree or equivalent professional experience.
• Prior experience as a Voice & Accent Trainer, Communication Trainer or Soft‑Skills Trainer, preferably in a BPO or contact‑center environment.
• Strong command of spoken and written English with deep knowledge of American English phonetics and stress patterns.
• Excellent facilitation, presentation and one‑on‑one coaching abilities.
• Ability to give constructive, actionable feedback and track learner progress.

Required skills