Assistant Manager – Voice & Accent Training

ESOL IT SERVICES INC.; Quezon City; On-site; PHP 60,000 - 110,000; Full time

Job summary

ESOL IT SERVICES INC. is seeking an Assistant Manager – Voice & Accent Training to lead and enhance communication, voice & accent, and cultural soft skills training programs.

The role focuses on improving spoken and written English, customer service, and overall quality delivery across voice, chat, email, and floor support. The candidate will lead training facilitation and a Voice & Accent/Training team, conduct Training Needs Analysis, and drive floor interventions based on identified training

Qualifications

• At least 2 years of experience in Voice & Accent Training.
• Strongly proficient in spoken and written English.
• Proven experience in communication, cultural, and soft skills training.
• Experience in training facilitation and leading a Voice & Accent/Training team.
• Experience conducting Training Needs Analysis (TNA) and Training Needs Identification (TNI).
• Experience in New Hire Training covering spoken & written communication, customer service, and cultural alignment.
• Ability to conduct quality analysis and implement floor interventions based on training needs.
• Experience using NPS and CSAT insights to identify and address training gaps.

Responsibilities

• Lead and facilitate Voice & Accent, Communication, Cultural, and Soft Skills training programs.
• Improve spoken and written English communication across Voice, Chat, Email, and Floor Support.
• Conduct TNA/TNI and develop modules aligned with process and business requirements.
• Deliver New Hire Training for Spoken & Written Communication, Customer Service, and Cultural Alignment.
• Analyze NPS, CSAT, and quality results to identify gaps in communication and training.
• Conduct floor interventions and coaching to address performance gaps.
• Lead and support the training team to ensure timely and quality delivery of programs.
• Partner with operations and quality teams to continuously improve communication standards and customer experience.

Skills

Voice & Accent

Communication skills

Soft skills training

New hire training

TNA/TNI

Floor coaching

NPS/CSAT insights

Team coaching

Job description

We are looking for an Assistant Manager – Voice & Accent Training to lead and enhance communication, Voice & Accent, and cultural soft skills training programs. The role will focus on improving spoken and written English communication, customer service, and overall quality delivery across voice, chat, email, and floor support.

Qualifications

• Must be amenable to work 100% onsite at Bridgetowne Site

• Must be amenable to work on a shifting schedule

• Highly proficient in spoken and written English

• At least 2 years of experience in Voice & Accent Training

• Proven experience in Communication, Cultural, and Soft Skills Training

• Experience in both training facilitation and leading a Voice & Accent/Training team

• Strong background in conducting Training Needs Analysis (TNA) and Training Needs Identification (TNI)

• Experience in New Hire Training covering Spoken & Written Communication, Customer Service, and Cultural Alignment

• Ability to conduct quality analysis and implement floor interventions based on identified training needs

• Experience using NPS and CSAT insights to identify and address training gaps

Key Responsibilities

• Lead and facilitate Voice & Accent, Communication, Cultural, and Soft Skills training programs

• Drive improvements in spoken and written English communication across Voice, Chat, Email, and Floor Support

• Conduct TNA/TNI and develop training modules aligned with process and business requirements

• Deliver New Hire Training for Spoken & Written Communication, Customer Service, and Cultural Alignment

• Analyze NPS, CSAT, and quality results to identify communication and training gaps

• Conduct floor interventions and coaching to address identified performance gaps

• Lead and support the training team to ensure timely and quality delivery of training programs

• Partner with operations and quality teams to continuously improve communication standards and customer experience