Voice and Accent Coach

Job description

Job Title: Voice and Accent Coach Job Description About the Role When a Daman member calls us, it is rarely a casual chat. It is a claim, a pre-approval, a hospital visit that did not go to plan. In those moments, being understood the first time, and feeling listened to, changes the whole call. As our Voice & Accent Neutralization Coach, you will train our Abu Dhabi and Ajman teams on spoken English and accent, and take them to C1. You will teach, practise and coach, so agents speak clearly and confidently and handle every customer with warmth, ownership and professionalism. This is a hands-on role: you will be on the floor, listening to real calls, and turning what you hear into small, practical habits agents can use on their very next call. Our goal is a clear, confident, easily understood voice. It is not about erasing anyone’s identity or personality. What does C1 mean on the floor? Speaking at C1 (CEFR) means expressing yourself fluently and naturally, adjusting your language to the customer, and being understood the first time, even when the topic is complicated or the caller is upset. C1 matters twice in this role. You must be at C1 yourself to apply, because the team learns from your voice. And getting the team to C1 is what the role is measured on. This could be you if… ·     Colleagues already ask you, “How would I say this to the customer?” ·     You have helped a new joiner through a tough call and watched them grow. ·     You notice how a call sounds (tone, pace, the pause before “I understand”), not just what was said. ·     You want a move into Training, Quality or Learning & Development, and this is a real doorway in. How the Team Gets to C1 Every agent in scope follows the same simple path. You run it, and they do the practising. ·     Step 1, Baseline: a CEFR-aligned voice assessment. Each agent gets a personal profile showing what is already strong and the two or three things that will move the needle most. ·     Step 2, Train: short, focused sessions (1:1, small group and floor-side) on the two tracks below. ·     Step 3, Practise: role-plays on real Daman scenarios (coverage questions, pre-approvals, claim status, renewals, complaints), shadowing, and recording and playing back their own speech. ·     Step 4, Apply and coach: feedback on live calls and call clips, with Quality’s support. One or two focus points per agent at a time, not twenty. ·     Step 5, Re-assess and sustain: re-check against the baseline at each checkpoint. Agents who reach C1 move to maintenance and refreshers, and everyone else gets an updated plan. Track 1: Accent and Voice ·     Clear sounds: the vowels and consonants that most affect clarity for our team’s first languages. ·     Word and sentence stress: where the beat falls, so key words land. ·     Intonation: sounding warm and confident rather than flat or rushed. ·     Rhythm and connected speech: linking words naturally. ·     Pace, pausing and volume: slowing down for names, numbers and policy details. Track 2: Spoken Language ·     Accurate spoken grammar: tenses, articles, prepositions and question forms. ·     Insurance vocabulary: coverage, pre-approval, co-payment, network and claims, explained in plain language. ·     Fluency: fewer fillers and restarts, and confident sentence building. ·     Listening and clarifying: checking understanding, paraphrasing and handling hard-to-hear callers. ·     Professional phrasing: opening, holding, transferring, apologising and closing. Key Responsibilities: Own the path to C1 ·     Run the baseline and re-assessments, group agents into cohorts, and keep a personal plan and regular check-ins for every agent in scope. ·     Deliver the accent and language training and coach on live calls, so progress shows up in real conversations and not only in the classroom. Build soft skills and customer-handling etiquette ·     Coach the call-handling basics customers notice most: warm opening and closing, active listening, empathy, ownership, polite hold and transfer etiquette, and clear next steps. ·     Prepare agents for difficult moments: calming an anxious or frustrated member, de-escalation, and saying “no” or “not yet” without losing the relationship. ·     Strengthen tone and emotional intelligence, so agents sound calm and caring on call number 5 and on call number 55. ·     Build cultural awareness for a customer base that spans many nationalities and communication styles. Make it stick ·     Work with Quality to align coaching with the call-quality parameters, and join calibration sessions on voice, soft skills and etiquette. ·     Track progress (assessment scores, quality trends, CSAT comments on communication) and share a simple monthly update with Operations and Account leadership. ·     Support new joiners during nesting, run refreshers for existing agents, and recognise improvement when it happens. Build the bench ·     Create and maintain training material: pronunciation drills, phrase banks, role-play cards, short audio or video micro-lessons and workbook content. ·     Run Train-the-Trainer and peer-coach sessions so Team Leaders and Quality Analysts can reinforce the habits between your sessions. ·     Coordinate with Operations and WFM so coaching fits around service levels and shifts. What Success Looks Like. ·     Agents in scope progressing from their baseline to C1 spoken English, checkpoint by checkpoint. ·     Fewer “sorry, could you repeat that?” moments and fewer clarity-related quality misses. ·     Better scores on soft-skills and etiquette parameters, and better CSAT comments on communication. ·     Every agent in scope has a baseline, a personal plan and regular check-ins. ·     Team Leaders and QAs confident enough to reinforce the habits themselves. Candidate desired with: Mandatory requirement ·     Spoken English at C1 or above (CEFR). This is not negotiable: the coach is the model the team learns from. It is confirmed in the voice and speaking assessment (Step 2 of selection), and applicants who do not reach C1 will not move forward. What we are also looking for ·     Contact-centre voice experience (agent, SME, trainer, QA or team leader) and a solid feel for how calls flow and what customers react to. ·     Experience coaching or training others, formal or informal: peer coach, buddy, floor support, nesting or trainer. Seeing people improve because of you counts. ·     Customer-handling and soft-skills foundation: empathy, active listening, de-escalation and call etiquette. ·     Pronunciation basics (word stress, intonation, rhythm, connected speech), or the willingness to build them quickly with our support. ·     A confident facilitator, comfortable with a room of 15 and just as comfortable making one person feel safe to practise, with a patient, encouraging style and feedback people want to act on. ·     Comfortable with data: reading quality scores, assessment results and CSAT comments. Proficient in Microsoft Office (Excel and PowerPoint). ·     Bachelor’s degree in a related field. ·     Self-starter with an ownership mindset (quality, accountability, results, continuous improvement), flexible and adaptable to changing business and operational requirements. ·     Willing and able to work a flexible schedule in a 24/7 operational environment (rotational shifts, nights, weekends and public holidays, based on business requirements), with occasional travel between the Abu Dhabi and Ajman sites. An advantage ·     CELTA, TEFL/TESOL, Train-the-Trainer, or a voice, accent or phonetics certification. ·     Familiarity with COPC standards and quality frameworks. ·     Arabic or other languages, and a good feel for UAE customer expectations. Not every box ticked? If you meet the C1 requirement and bring coaching instinct and strong customer handling, apply. The rest, such as certification, can be built together. Location: ARE Dubai - Property# BCB2 515, Dubai CommerCity Language Requirements: