V&A Training Team Lead - UK / Ireland Support

HCL Tech is hiring for Team lead - Voice and Accent Trainer (UK & Ireland Support)

Job Summary :

We are seeking a dynamic and experienced Voice and Accent Trainer to enhance the communication skills of our customer support team, specifically focusing on the Ireland and UK markets. The ideal candidate will be responsible for delivering comprehensive Voice & Accent training, auditing customer interactions, providing constructive feedback, and driving continuous improvement through refresher sessions and coaching.

Key Responsibilities :

• Deliver Voice & Accent Training
• Facilitate engaging and effective VNA sessions tailored to the nuances of Ireland and UK communication styles.
• Focus on pronunciation, intonation, fluency, tone modulation, and cultural context.
• Call Auditing & Analysis
• Regularly listen to and evaluate customer interactions to identify gaps in communication, tone, and language.
• Prepare actionable insights and improvement plans based on audits.
• Feedback & Coaching
• Conduct one-on-one and group feedback sessions to enhance agent performance.
• Provide targeted coaching to address specific areas such as accent neutralization, clarity, pacing, and customer handling etiquette.
• Refresher Training
• Organize and deliver periodic refresher modules to reinforce learning and address recurring challenges.
• Keep training materials and methodologies updated based on call trends and business needs.
• Training Content Development
• Create, update, and customize training content relevant to the Ireland and UK audience.
• Incorporate real-call examples and role-plays for practical learning.
• Performance Tracking
• Track and report training effectiveness using assessments and feedback.
• Collaborate with quality teams to align on communication standards.
• Collaboration
• Work closely with Operations, Quality, and L&D teams to ensure consistent messaging and continuous improvement.
• Participate in calibration sessions to align expectations and feedback standards.

Key Skills & Competencies :

Qualifications & Experience :

Preferred :