Voice and Accent Coach

About the role

Concentrix is looking for a Voice and Accent 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 programme from the floor, listening to real calls and turning observations into practical habits, while ensuring agents speak clearly and confidently. The coach must be at C1 themselves, as the team learns from their voice.

Key responsibilities

• Run baseline and re-assessment voice checks, 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, grammar, insurance vocabulary, fluency and professional phrasing.
• Coach call-handling basics: warm openings and closings, active listening, empathy, ownership, polite hold and transfer etiquette, and de-escalation.
• Build cultural awareness for a diverse customer base and work with Quality on calibration sessions.
• Track progress (scores, quality trends, CSAT comments) and share a monthly update with Operations and Account leadership.
• Support new joiners, run refreshers, and create training materials such as pronunciation drills, phrase banks, role-play cards and micro-lessons.
• Run Train-the-Trainer and peer-coach sessions and coordinate with Operations and WFM around service levels and shifts.

Required profile

• Spoken English at C1 or above (CEFR); this is mandatory and confirmed in the voice assessment.
• Contact centre voice experience and experience coaching or training others.
• Customer-handling foundation: empathy, active listening, de-escalation and call etiquette.
• Bachelor's degree in a related field.
• Willingness to work a flexible schedule in a 24/7 environment (rotational shifts, nights, weekends, public holidays) and occasional travel between Abu Dhabi and Ajman.
• An advantage: CELTA, TEFL/TESOL, Train-the-Trainer, voice/accent or phonetics certification, COPC familiarity, and Arabic or other languages.

Required skills

• Proficiency in Microsoft Office (Excel and PowerPoint).
• Comfortable working with quality scores, assessment results and CSAT comments.