Customer Service Consultant II -

At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description
The Voice Coach will be responsible for assessing, coaching, and improving the spoken communication skills of customer-facing and internal associates. The incumbent will work closely with operations, quality, and training teams to design and deliver targeted voice & accent training interventions, monitor improvement trajectories, and build a communication-ready workforce aligned with Allstate's customer experience standards.

Key Responsibilities

Voice & Accent Training

• Design and deliver voice & accent neutralisation 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 personalised 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 programmes.
• Present coaching outcomes and improvement data to senior leadership and business stakeholders.

• Continuously update training content to reflect changes in customer interaction norms and business requirements.
• Benchmark internal voice standards against industry best practices and US/UK English communication norms.
• Maintain a repository of coaching resources, FAQs, and self-learning tools for associates.

• Graduate degree in English, Mass Communication, Linguistics, or a related field.
• Certification in Voice & Accent Training, Spoken English, or TESOL/CELTA is preferred.

• 5 to 8 years of experience in voice coaching, accent training, or communication skills training.
• Prior experience in a BPO, BFSI, or US/UK captive environment is strongly preferred.
• Demonstrated track record of improving team-level communication metrics and CSAT scores.

• Proficiency in using call recording and quality monitoring tools (e.g., NICE, Verint, or similar).
• Ability to develop e-learning content using tools such as Articulate, Storyline, or PowerPoint.
• Working knowledge of MS Office - Word, Excel, and PowerPoint - for reporting and content creation.

• Empathetic coaching style
• Strong interpersonal skills
• Patience & persistence
• Data-driven mindset
• Adaptability to change

• Voice & accent expertise
• Call quality assessment
• Training content design
• MIS & reporting
• Stakeholder management