1. About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Services to the Banking, Financial Services & Insurance (BFSI), Healthcare, and Communications & Media industries. With a global footprint spanning India, the US, the UK, and the Philippines, we partner with some of the world's most recognized brands to deliver measurable business outcomes.
2. About the Role
The Trainer — US Voice & Accent (VnA) is a specialist communication training role embedded within the FIS Banking CC Training Operations team. This role is responsible for designing and delivering high-impact Voice & Accent and communication skills training for agents servicing US-based banking customers across multiple LOBs and geographies (India and the Philippines).
The successful candidate will work closely with process trainers, operations, and quality teams to ensure agents are equipped with communication skills, pronunciation accuracy, cultural fluency, and professional telephone etiquette required to meet client KPIs and deliver excellent customer experience from day one of production.
3. Roles & Responsibilities
VnA Training Design & Curriculum
- Design, build, and continuously refine a structured US Voice & Accent training curriculum covering American English pronunciation, vowel sounds, intonation, stress patterns, pacing, and voice modulation.
- Develop training content for cultural sensitization specific to the US banking customer — covering communication style, customer expectations, regional nuances, and professional telephone etiquette.
- Build modular VnA programs aligned to each LOB's specific communication demands (e.g., collections tone vs. customer service vs. fraud handling).
- Create and maintain a question bank and assessment tools for Pre- and Post-VnA assessments, ensuring materials remain current and reflective of actual call types.
- Integrate digital and self-learning tools into the VnA curriculum to extend learning beyond the classroom.
Training Delivery
- Deliver end-to-end VnA training as a standalone module (typically 4 days / 7.5 hours per day) ahead of Client Process Training (PRT) for all new hire batches across India and the Philippines.
- Conduct both classroom-based and virtual/blended training sessions, adapting delivery style to learner needs and batch profiles.
- Facilitate interactive role-plays, pronunciation drills, call simulations, and listening exercises to build agent confidence and spoken fluency.
- Provide one-on-one coaching to agents with identified accent or communication gaps to ensure they meet the minimum readiness threshold before moving to process training.
- Deliver refresher VnA sessions for production agents identified by Quality or Operations as needing communication coaching.
Assessment & Certification
- Administer Pre-VnA Assessments at the start of each batch to baseline agent communication proficiency and identify focus areas for the training.
- Administer Post-VnA Assessments at the end of the module to certify agent readiness to proceed to Client Process Training.
- Maintain clear pass/fail records per agent, document individual feedback, and flag agents requiring extended coaching or retraining before clearance.
- Collaborate with the client's QA team and internal quality evaluators to validate that VnA certification standards align with live call quality expectations.
Collaboration & Stakeholder Engagement
- Work closely with process trainers to ensure VnA training is contextualized to the specific LOB an agent is being trained for — so communication skills are tied to real call scenarios, not delivered in isolation.
- Partner with Quality and Operations to identify agents in production who require communication interventions and deliver targeted refresher sessions.
- Participate in client calls and governance reviews where VnA readiness, assessment outcomes, or communication quality trends are on the agenda.
- Provide regular updates on VnA batch progress, assessment scores, and individual agent coaching plans to the Training Manager and stakeholders.
Continuous Improvement
- Track and analyze Pre/Post assessment score trends across batches to identify recurring gaps and refine the curriculum accordingly.
- Stay current with US cultural and linguistic trends relevant to the banking and financial services space and incorporate relevant updates into training content.
- Support the broader initiative to develop process trainers who can co-deliver or independently deliver VnA modules, reducing dependency on dedicated VnA resources over time.
- Contribute to the Training team's capability building by conducting Train-the-Trainer (TTT) sessions on VnA delivery for eligible process trainers.
4. Required Skills & Competencies
Core Skills
Behavioral Competencies
- Deep expertise in US English phonetics, pronunciation, and accent neutralization
- Proficiency in voice modulation, pacing, intonation, and stress pattern training
- US cultural training — customer expectations, communication norms, regional nuances
- Assessment design and delivery (Pre/Post VnA evaluations)
- Blended and virtual training delivery
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Excellent spoken and written American English communication
- Patient, empathetic coaching style with strong one-on-one facilitation skills
- Self-driven, assertive and proactive
- Ability to give clear, constructive, and actionable feedback
- Adaptable to diverse learner profiles and varying language proficiency levels
- Strong collaboration and cross-functional partnering skills
5. Experience & Qualification
- 3–6 years of experience as a Voice & Accent Trainer in a BPO or Contact Centre environment, with mandatory experience training agents for US-based clients.
- Strong command of American English phonetics, including exposure to regional US accents and their impact on customer perception.
- Demonstrated experience conducting Pre/Post VnA assessments and maintaining agent-level certification records.
- Experience delivering VnA training for banking, financial services, or BFSI accounts is a significant advantage.
- Exposure to Train-the-Trainer (TTT) programs or co-facilitation with process trainers is desirable.
- Graduate degree in English, Linguistics, Mass Communication, or a related discipline preferred.
Certification in communication training, accent coaching, or a recognized L&D qualification is an
