Voice & Process Trainer - UK Contact Centre

Narayana Health; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Narayana Health in Bengaluru (Electronic City) seeks an experienced UK Voice & Accent & Process Trainer to support Practice Plus Group Hospitals in the UK. The role emphasizes Voice & Accent development (60%) and Process Training (40%), enhancing agents’ UK English pronunciation and patient interactions.

The incumbent will deliver induction, content creation, coaching, assessments and nesting support, with 5–7 years in international voice contact centres and mandatory prior UK voice process

Qualifications

• Minimum 2 years in a training role with Voice & Accent and process training.
• Prior experience in UK voice processes is mandatory.
• Graduate in any discipline.
• 5–7 years of experience in international voice-based contact centre/BPO operations.
• Experience with UK customers and understanding UK communication styles is essential.

Responsibilities

• Deliver Voice & Accent training to new hires and existing employees, focusing on UK English pronunciation, phonetics, accent neutralisation, fluency, grammar and intonation.
• Deliver induction, process, refresher and upskilling training for UK healthcare contact centre operations.
• Develop and maintain training content, SOPs, presentations and assessment materials.
• Conduct knowledge assessments and provide floor support during nesting and coaching sessions.
• Monitor training effectiveness and maintain records, partnering with Operations and QA teams to improve performance.

Skills

Voice & Accent training

Process training

UK English pronunciation

Accent neutralisation

Coaching & mentoring

Education

Graduate in any discipline

Tools

PowerPoint

LMS platforms

Job description

Narayana Health is looking for an experienced UK Voice & Process Trainer to join its growing UK Healthcare Contact Centre team, supporting the operations of Practice Plus Group (PPG) Hospitals in the UK.

This is a specialised training role with a strong focus on Voice & Accent Development (60%) and Process Training (40%), aimed at building a team of highly effective customer-facing professionals who can deliver an exceptional patient experience to UK customers.

The role will be responsible for enhancing agents' spoken English, UK accent comprehension, pronunciation, fluency, communication effectiveness and patient interaction skills, alongside delivering process, product and operational training.

We are particularly interested in professionals with experience in UK international voice processes, ideally from healthcare, hospital, insurance, patient support or other customer-centric contact centre environments.

• Location: Electronic City Phase 1 - Bangalore
• Shift: UK-aligned rotational shifts (12 Noon - 11 PM IST)
• Working Days: 5 days a week with rotational offs

Education & Experience

• Graduate in any discipline.
• 5-7 years of overall experience in international voice-based contact centre/BPO operations.
• Minimum 2 years of experience in a training role, with hands-on experience in Voice & Accent training and process training.
• Prior experience in UK voice processes is mandatory.
• Experience working with UK customers, understanding UK communication styles, accents and customer service expectations is essential.
• Deliver Voice & Accent training to new hires and existing employees, focusing on UK English pronunciation, phonetics, accent neutralization, fluency, grammar and intonation.
• Improve agents' listening comprehension of UK accents, communication skills, empathy and telephone etiquette.
• Conduct mock calls, role plays, communication assessments and individual coaching sessions.
• Identify communication gaps through call audits and implement targeted improvement plans.
• Provide nesting and floor support to ensure agents meet UK communication and quality standards.

2. Process Training - 40%

• Deliver induction, process, refresher and upskilling training for UK healthcare contact centre operations.
• Train employees on process workflows, SOPs, patient handling and customer service standards.
• Develop and maintain training content, SOPs, presentations and assessment materials.
• Conduct knowledge assessments and provide floor support during nesting.
• Partner with Operations and QA teams to identify performance gaps and drive targeted training interventions.

3. Training Effectiveness & Reporting

• Monitor training effectiveness through assessments, communication scores and quality metrics.
• Maintain training records, performance reports and learning documentation.
• Collaborate with Operations and QA teams to continuously improve agent capability and patient experience.
• Strong expertise in UK English pronunciation, phonetics, accent neutralisation, grammar, fluency and voice modulation.
• Excellent spoken and written English communication skills, with a strong understanding of UK accents and cultural nuances.
• Proven experience in delivering Voice & Accent training, process training, communication assessments and coaching.
• Strong facilitation, presentation, mentoring and interpersonal skills, with the ability to drive measurable training outcomes.
• Good understanding of international voice process operations, customer handling standards, training documentation and performance reporting.