Trainer – US Voice & Accent for Banking Agents

About the role

The Trainer – US Voice & Accent (VnA) is a specialist communication training position within Firstsource's Banking Contact Center Training Operations. You will design and deliver high‑impact voice and accent training for agents serving US‑based banking customers across India and the Philippines.

Key responsibilities

• Design, build, and continuously refine a structured US Voice & Accent curriculum covering pronunciation, intonation, pacing and voice modulation.
• Develop cultural‑sensitisation content specific to US banking customers, including communication style and regional nuances.
• Create modular VnA programs tailored to each line‑of‑business (e.g., collections, customer service, fraud handling).
• Maintain a question bank and assessment tools for pre‑ and post‑training evaluations.
• Integrate digital and self‑learning tools into the curriculum.
• Deliver end‑to‑end VnA training (typically 4 days) for new‑hire batches, both classroom‑based and virtual.
• Facilitate role‑plays, pronunciation drills, call simulations and provide one‑on‑one coaching.
• Conduct refresher sessions for production agents identified by Quality or Operations.
• Administer assessments to certify agent readiness.

Required profile

• Experience designing and delivering US Voice & Accent training for call‑center agents.
• Ability to collaborate with process trainers, operations and quality teams.
• Strong understanding of US banking customer expectations and professional telephone etiquette.

Required skills

What we offer

• Opportunity to work with a global leader in Business Process Services.
• Exposure to multiple lines of business within the banking sector.
• Professional development in training design and delivery.