Voice and Accent Coach

About the role

Daman 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 path to C1, listens to real calls and turns observations into practical habits, while teaching, practising and coaching so agents speak clearly and confidently. The role is hands-on, on the floor, and the coach must be at C1 themselves.

Key responsibilities

• Run baseline and re-assessment voice 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 pronunciation, word and sentence stress, intonation, rhythm, insurance vocabulary, grammar and professional phrasing.
• Coach call-handling basics: warm openings and closings, active listening, empathy, ownership, polite hold and transfer etiquette, and de-escalation.
• Work with Quality on alignment with call-quality parameters and join calibration sessions on voice, soft skills and etiquette.
• Track progress (assessment scores, quality trends, CSAT comments) and share a monthly update with Operations and Account leadership.
• Create training materials (pronunciation drills, phrase banks, role-play cards, micro-lessons, workbooks), run Train-the-Trainer and peer-coach sessions, and support new joiners and refreshers.
• Coordinate with Operations and WFM so coaching fits service levels and shifts.

Required profile

• Spoken English at C1 or above (CEFR); this is mandatory and confirmed in the voice and speaking assessment.
• Contact-centre voice experience (agent, SME, trainer, QA or team leader) and a feel for how calls flow.
• Experience coaching or training others, formal or informal.
• Bachelor's degree in a related field.
• Willingness to work a flexible schedule in a 24/7 environment (rotational shifts, nights, weekends and public holidays) and occasional travel between Abu Dhabi and Ajman.

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.