- Loves listening and giving feedback that inspires growth
- Knows how to turn "just okay" into "wow"
- Believes that every voice has the power to connect, sell, and serve
- Conduct voice and speech assessments for new and existing agents.
- Design and deliver training programs focused on voice modulation, pronunciation, tone, pacing, and clarity.
- Provide one-on-one coaching sessions to improve individual agent/ team performance.
- Monitor live or recorded calls to evaluate voice quality, communication effectiveness, and sales delivery.
- Coach agents on persuasive communication techniques to support upselling, cross-selling, and closing sales.
- Conduct Training Needs Analysis (TNA) to identify skill gaps and recommend targeted interventions.
- Apply training methodologies such as ADDIE and Kirkpatrick to design, implement, and evaluate training effectiveness.
- Collaborate with Quality, Sales, Operations, Recruitment, and Training teams to align voice coaching with performance and revenue goals.
- Develop training materials, scripts, and exercises to support vocal development and sales communication.
- Track progress and provide feedback reports to management.
- Stay updated on best practices in voice coaching, customer service, sales communication, and coaching techniques.
- At least 2 years of work experience as a communications, product, or sales trainer in a call center or customer service environment.
- Proven experience as a voice coach, speech trainer, or similar role.
- Strong understanding of vocal techniques, articulation, and effective communication.
- Excellent interpersonal and coaching skills.
- Exposure to various language assessment tools such as SVAR, Versant, Mercer Mettl, Berlitz, and others.
- Ability to motivate and inspire individuals to improve their vocal delivery and sales confidence.
- Familiarity with call center metrics, sales KPIs, and quality assurance standards.
- Strong analytical skills to assess performance trends and identify coaching opportunities.
- Basic to intermediate Microsoft Excel skills (e.g., data entry, formatting, simple formulas) are a plus.
- Sound understanding of training methodologies including ADDIE and Kirkpatrick models.
- Certifications in language proficiency and coaching methodologies are considered a strong advantage, but not mandatory:
- Language Proficiency and assessment certifications (such as SVAR, Versant by Pearson, TOEIC Speaking & Writing, IELTS Speaking, Berlitz, CEFR-based certification, etc.)
- Training & Coaching certifications (such as ICF Coaching certification, Certified communication coach, Certified Professional in Learning and Performance)
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Language and Communications Trainer - Quezon City - Afni, Inc.
Paglalarawan
AFNI Voice Coach Job Description
Job Summary:
We are seeking a dynamic and experienced Voice Coach to join our Afni Training team. The ideal candidate will be responsible for enhancing the vocal performance, tone, clarity, and communication skills of our customer service and sales representatives. This role is crucial in ensuring that every customer interaction reflects professionalism, empathy, and brand consistency, while also supporting sales effectiveness through persuasive and confident communication.
Are you the kind of person who can hear a flat tone and instantly know how to bring it to life? Do you believe that great conversations can create unforgettable customer experiences? If so, we want you on our team
As our Voice Coach, you'll be the go-to expert for helping agents sound confident, clear, and customer-ready. You'll coach them on everything from tone and pacing to persuasive sales talk and empathetic listening. Think of yourself as part vocal trainer, part motivator, and part communication wizard.
This role is perfect for someone who:
If you're ready to amplify impact and bring out the best in every voice, this is the role for you
Key Responsibilities:
Qualifications:
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Communication Skills Trainer
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Language and Communications Trainer
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PH - Trainer
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Trainer
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ENGLISH TRAINING MANAGER
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Training Manager
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PH - Trainer
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ENGLISH TRAINING MANAGER
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Training Manager
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