- Conduct Voice & Accent (V&A) training sessions for new hires and existing employees. - Assess agents' speech clarity, pronunciation, tone, modulation, and accent neutrality. - Design and deliver customized training modules based on process requirements. - Provide individual coaching and feedback to improve vocal performance. - Collaborate with Quality and Training teams to identify communication gaps and address them through targeted interventions. - Monitor and evaluate training effectiveness through assessments and call audits. - Stay updated with global communication trends and integrate best practices into training. - Support soft skills development including empathy, active listening, and professional tone