Voice & Culture Trainer - Sri Lanka

Company Description

About Us

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands (including our own Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel everyday for their connectivity needs.

Visit www.superloop.com to learn more.

Job Description

Role Purpose

The Voice and Culture Trainer is responsible for coaching and training customer service representatives to enhance their verbal communication skills, focusing on Australian accents and cultural nuances. This role plays a critical part in ensuring that our contact centre agents provide an authentic and customer-centric experience to our Australian clients.

Key Responsibilities

Accent and Culture Training:

• Conduct assessments to identify areas where customer service representatives need improvement in their english accent (negating mother tongue influence).
• Develop and deliver training modules to help employees improve their pronunciation, intonation, and overall accent authenticity.

Communication Skills Enhancement:

• Provide guidance on effective verbal communication, including tone, pace, and clarity.
• Offer feedback and coaching to improve language fluency and comprehension.

Cultural Awareness:

• Educate employees about Australian culture, including colloquialisms, customs, and business etiquette and Australian way of life.
• Help employees adapt their communication styles to align with Australian customer expectations.

Individualized Coaching:

• Conduct one-on-one coaching sessions to address specific voice and accent improvement needs.
• Track progress and provide ongoing feedback to support employee development.

Training Materials Development:

• Create and maintain training materials, including pronunciation guides, audiovisual resources, and cultural references.
• Update training content to reflect evolving customer needs and market trends.

Assessment and Evaluation:

• Administer regular assessments to measure employees' improvement in voice and accent skills.
• Analyze data and use results to tailor training programs and identify areas for improvement.

Collaboration:

• Work closely with the HR team to integrate voice and accent training into the onboarding process for new hires.
• Collaborate with operations managers and team leaders to address performance gaps and align training with business goals.

Documentation:

• Maintain records of training sessions, assessments, and employee progress.
• Prepare reports for management summarizing the impact of the voice and accent training program.

Qualifications

• Proven experience as a voice and accent trainer, preferably in an Australian contact centre(preferable).
• Strong knowledge of Australian English accents and cultural nuances (Preferable).
• Excellent communication and presentation skills.
• Ability to provide constructive feedback and coaching.
• Proficiency in creating training materials and resources.
• Strong analytical and problem-solving skills.
• Highly organized and detail-oriented.
• Flexibility to adapt training methods to individual employee needs.
• Able to work on a shift/roster basis for AEST.