Customer Service Consultant II

Responsibilities

• Design and deliver voice and accent neutralization training for new hires and tenured associates
• Conduct one-on-one coaching sessions and group workshops focused on pronunciation, intonation, stress patterns, and rhythm
• Assess associates' baseline communication proficiency and create personalized improvement plans
• Develop training content including audio samples, e-learning modules, and practice scripts
• Audit call recordings and live interactions to evaluate voice quality, clarity, pace, and customer-centricity
• Provide structured, actionable feedback to associates and floor managers based on call quality assessments
• Track and report individual and team-level improvement metrics on a weekly and monthly basis
• Partner with Quality Assurance, Operations, and HR teams to identify communication gaps and co-develop intervention strategies
• Coordinate with the L&D team to integrate voice coaching into broader training calendars and onboarding programs

Requirements

• Graduate degree in English, Mass Communication, Linguistics, or a related field
• 5 to 8 years of experience in voice coaching, accent training, or communication skills training
• Proficiency in using call recording and quality monitoring tools such as NICE or Verint
• Ability to develop e-learning content using tools such as Articulate or Storyline
• Working knowledge of MS Office (Word, Excel, and PowerPoint)
• Prior experience in a BPO, BFSI, or US/UK captive environment is strongly preferred

Preferred Qualifications

• Certification in Voice & Accent Training, Spoken English, or TESOL/CELTA

Benefits

• Medical, dental, and vision coverage
• HSAs and FSAs
• Wellbeing programs and free therapy sessions
• 401(k) plan and pension plan
• Free financial counseling
• Paid time off and work flexibility
• Tuition reimbursement and learning opportunities

About the Company

Allstate is one of the largest publicly held insurance providers in the United States. For more than 90 years, Allstate has been an industry leader, protecting families and their belongings from life’s uncertainties through innovation in pricing, telematics, and identity protection. Allstate India operates as a critical strategic business services arm of the corporation, providing expertise in technology, innovation, and global operations.