Communication Coach

About the Role

• We are seeking an experienced and articulate Communication Coach to support the development of communication skills within a professional customer-facing environment. The role involves auditing voice interactions, identifying improvement areas, delivering targeted coaching, and ensuring agents meet defined communication, quality, and productivity standards.

Job Description

• Evaluate inbound and outbound calls to assess voice quality, clarity, grammar, tone, pace, empathy, and listening skills.
• Identify communication gaps and provide structured coaching with actionable feedback.
• Conduct training sessions on neutral accent, MTI reduction, phonetics, voice modulation, and customer-handling techniques.
• Track individual progress through call quality metrics, customer feedback, and performance reports.
• Ensure measurable improvement in communication effectiveness across assigned teams.
• Support process teams with communication insights to enhance customer experience.

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Qualifications

Educational Qualifications

• Minimum 18 months of experience as a Voice or Communication Coach in an international voice process
• Minimum 12 months of Voice & Accent (V&A) training experience.

Experience

• Minimum 18 months of experience as a Voice or Communication Coach in an international voice process
• Minimum 12 months of Voice & Accent (V&A) training experience.

Skills

• Strong command of spoken and written English (C1 proficiency or equivalent).
• Expertise in accent neutralization, MTI reduction, phonetics, and voice coaching.
• Ability to diagnose communication gaps and deliver corrective, constructive feedback.
• Familiarity with international voice processes and customer service call flows.
• Cultural understanding of U.S. communication styles, idioms, and workplace etiquette.
• Certification in phonetics or Voice & Accent training is an advantage.

Perks and Benefits

• 2-way cab pick-up and drop-off facility for a stress-free commute.
• One complimentary meal provided during the shift.
• Exposure to multiple functional areas, enhancing your professional growth.
• Supportive work environment focused on learning and development.

Training Support

• Comprehensive process-specific training will be provided to help you succeed in your role.