Assistant Manager - Voice & Accent Training

Private Advertiser; Quezon City; On-site; PHP 520,000 - 760,000; Full time

Job summary

Private Advertiser in the Philippines is seeking an experienced Assistant Manager - Voice & Accent Training to drive communication excellence across our program. You will lead training initiatives, provide floor support, and collaborate with Operations and Quality to identify and address communication gaps.

The role requires at least 2 years in Voice & Accent Training, strong spoken and written English, and proven leadership in delivering training.

Qualifications

• Minimum 2 years of experience in Voice & Accent Training.
• Experience in Communication, Cultural, Soft Skills, and Voice & Accent Training.
• Strong facilitation and people-leadership skills.
• Excellent spoken and written English.

Responsibilities

• Lead and facilitate Training programs across voice, culture, soft skills, and V&A.
• Drive improvements in Spoken and Written English across channels (Voice, Chat, Email, Floor).
• Develop and deliver training modules based on identified process and business requirements.
• Conduct Training Needs Analysis (TNA) / Training Needs Identification (TNI).
• Conduct New Hire Training covering Spoken and Written Communication and Cultural Alignment.
• Use performance data (NPS, CSAT, quality) to identify gaps and tailor interventions.
• Provide ongoing floor support and coaching for timely, quality delivery.
• Lead and manage teams supporting Communication and V&A Training functions.
• Partner with Operations and Quality to identify trends and implement training solutions.
• Willing to work 100% onsite at Bridgetowne, Quezon City
• Willing to work on a shifting schedule/night shift.

Skills

Voice & Accent

Training Facilitation

Team Leadership

English Proficiency

Communication Skills

Cultural Training

Soft Skills Training

Data Analysis

TNA/TNI

Module Design

Job description

About the role

An experienced Assistant Manager - Voice & Accent Training responsible for driving communication excellence, Voice & Accent standards, and cultural alignment across the program. The successful candidate will lead training initiatives, provide floor support, and work closely with operations and quality teams to identify and address communication gaps.

Key responsibilities

• Lead and facilitate Communication, Cultural, Soft Skills, and Voice & Accent (V&A) Training programs




• Drive continuous improvement in Spoken and Written English Communication across Voice, Chat, Email, and Floor Support




• Develop and deliver training modules based on identified process and business requirements




• Conduct Training Needs Analysis (TNA) and Training Needs Identification (TNI) to determine appropriate learning interventions




• Conduct New Hire Training covering Spoken and Written Communication, Customer Service, and Cultural Alignment for pre-process batches




• Use NPS, CSAT, quality results, and other performance data to identify communication and training gaps




• Conduct quality analysis and implement targeted floor interventions to improve communication performance




• Provide ongoing floor support and coaching to ensure timely and quality delivery




• Lead and manage teams supporting Communication and Voice & Accent Training functions




• Partner with Operations and Quality teams to identify trends and implement appropriate training solutions

About you

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




• College Graduate of any course




• Proven experience in Communication, Cultural, Soft Skills, and Voice & Accent Training




• Strong experience in both training facilitation and team leadership




• Highly proficient in spoken and written English




• Strong analytical skills with the ability to interpret NPS, CSAT, quality, and operational data




• Excellent presentation, facilitation, coaching, and communication skills




• Experience in conducting TNA/TNI and designing training modules based on business needs




• Willing to work 100% onsite at Bridgetowne, Quezon City




• Willing to work on a shifting schedule/night shift