Voice & Accent Trainer

Voice & Accent Trainer – LPO (US Process)

Location: Thane, Mumbai ( hybrid – 4 days WFH & 1 day WFO

Experience: 2–6 Years

Industry: Legal Process Outsourcing (LPO) / BPO

Shift: US Shift / Night Shift

About the Role

We are a rapidly growing Legal Process Outsourcing (LPO) company based in Thane, providing dedicated support to one of the largest personal injury law firms on the East coast of United States.

We are looking for a dynamic, data-driven Voice & Accent Trainer to elevate the communication, empathy, and customer service skills of our 65+ member team. In this role, you will do more than just teach grammar — you will actively improve the client experience by helping our team communicate clearly, confidently, and compassionately with US Clients & Customers.

Key Responsibilities

Training & Coaching

• Conduct comprehensive Voice & Accent training for new hires and tenured employees handling our US legal processes.
• Train teams on pronunciation, fluency, grammar, intonation, and active listening to effectively neutralize regional Mother Tongue Influence (MTI).
• Coach agents on empathetic listening, tone modulation, and de-escalation techniques tailored specifically for distressed personal injury callers.
• Contextualize English grammar and pronunciation around standard US legal and personal injury terminology.

Quality & Performance Management

• Utilize call recording and intelligence platforms (e.g., Dialpad) to audit live and recorded audio interactions.
• Map defect trends (e.g., rate of speech, regional pronunciation errors) and create data-driven continuous improvement plans.
• Deliver targeted refresher training, host 1-on-1 coaching sessions, and run communication workshops for the bottom-quartile performers.
• Lead weekly call calibration sessions with Operations and Quality teams to ensure uniform grading of communication standards.

Content & Strategy

• Develop training modules, learning materials, and practical assessment plans (mock calls, roleplays).
• Familiarize the team with US cultural nuances — specifically Southern US communication styles — to help agents build better rapport with Atlanta-based callers.
• Track training effectiveness, maintain detailed MIS reports, and present ROI metrics to divisional managers.

Desired Candidate Profile

Experience & Knowledge

• 2–6 years of proven experience as a Voice & Accent Trainer in a BPO, LPO, or KPO environment.
• Deep understanding of US accents, cultural nuances, and premium customer handling standards.
• Strong familiarity with data-driven coaching methodologies (experience with Lean/Six Sigma principles to reduce communication defects is a major plus).

Core Skills

• Exceptional spoken and written English skills.
• Ability to diagnose the root cause of communication errors and coach constructively, rather than just lecturing.
• Excellent presentation, facilitation, and stakeholder management skills.
• Highly comfortable working entirely in US shifts.

Qualifications

• Graduate in any discipline.
• Specialized certifications in Voice & Accent, Soft Skills Training, or Train The Trainer (TTT) are highly preferred.
• Proficiency in MS Office, specifically Excel and Power BI for tracking and reporting training metrics.

Perks & Benefits

• Competitive Compensation: Attractive fixed base salary (industry standard) + performance-based quarterly incentives tied to floor quality improvements.
• Professional Growth: Direct exposure to scaling operations for top-tier US legal clients.
• Work Culture: A dynamic, supportive environment where training is valued as a core driver of business success.