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.

Quality Monitoring & Feedback

• 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.

Stakeholder Collaboration

• 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.

Content Development & Process Improvement

• 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.

 

Qualifications & Experience

Educational Background

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

Work Experience

• 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.

Technical Skills

• 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.

 

Core Competencies

 

Behavioural

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

Functional

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

 

Primary Skills

Shift Time

Recruiter Info

Sidhant Kashyap

skavz@allstate.com

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.