Voice and Accent Coach

About the role

Daman is looking for a Voice and Accent Neutralization Coach to train its Abu Dhabi and Ajman contact centre teams on spoken English and accent, taking them to C1 (CEFR). The coach runs the full path: baseline assessment, short focused training, practice and feedback on live calls, and coaching on soft skills and customer handling. The goal is a clear, confident voice that is understood the first time, without erasing anyone's identity.

Key responsibilities

• Run baseline and re-assessment assessments, group agents into cohorts and keep a personal plan and regular check-ins for each agent.
• Deliver accent and language training and coach on live calls, covering word/sentence stress, intonation, rhythm, connected speech, grammar, insurance vocabulary and fluency.
• Coach soft skills and call-handling etiquette: warm openings and closings, active listening, empathy, ownership, polite hold and transfer, de-escalation and professional phrasing.
• Build cultural awareness for a diverse customer base and work with Quality on calibration sessions and call-quality parameters.
• Track progress (scores, quality trends, CSAT comments) and share a monthly update with Operations and Account leadership.
• Support new joiners, run refreshers, build training materials and run Train-the-Trainer sessions for Team Leaders and Quality Analysts.

Required profile

• C1 or above spoken English (CEFR), confirmed in the voice and speaking assessment; non-negotiable.
• Contact-centre voice experience and a feel for how calls flow and what customers react to.
• Experience coaching or training others, and a foundation in customer handling and soft skills.
• Comfortable facilitating a group of 15 and helping individuals practise, with patient, encouraging feedback.
• Comfortable working a flexible schedule in a 24/7 environment (rotational shifts, nights, weekends, public holidays) and occasionally travelling between Abu Dhabi and Ajman.
• Bachelor's degree in a related field.

Required skills

• Proficiency in Microsoft Office (Excel and PowerPoint).
• An advantage: CELTA, TEFL/TESOL, Train-the-Trainer, or a voice/accent/phonetics certification, and familiarity with COPC standards.