IND_Lead, Language & Culture Trainer

Job Description

About Lowe’s Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com. About Team Language & Culture Team is responsible for assessing Associate Care Center (ACC) agent performance using key success metrics and performance indicators. Job Summary Language & Culture Trainner is responsible for assessing Associate Care Center (ACC) agent performance using key success metrics and performance indicators. This involves building a training plan for existing and new hires across all channels (focus on oral and written communication). Conduct pre and post training assessment, training plan for Global Quality Analyst team on communication parameters, adhoc/live monitoring evaluations for all channels, operational metrics (analytics) and training efficiency. Roles & Responsibilities Core Responsibilities: Voice & Accent Training Culture immersion program to include - Lowe’s values and culture, U.S. localization, social norms and etiquette, embracing diversity, Introduction to American English dialects, Understanding tone and intonation, Conversational etiquette, Contextual examples (role plays, media clips, etc.) Conduct one-on-one and group training sessions to improve pronunciation, intonation, stress patterns, and accent neutralization. Focus on developing clear, neutral accents (e.g., neutral American, Global English) to aid effective communication, especially for non-native English speakers. Help trainees develop a confident and professional tone of voice for effective communication in customer-facing roles. Develop and conduct pronunciation drills, listening comprehension activities, and interactive exercises for associates. Researching new methodologies and techniques for training voice and accent and adopt best practices. Assessment & Feedback Assess the current level of the trainees’ pronunciation, fluency, and voice modulation. Provide actionable, personalized feedback and progress reports to help trainees improve over time. Curriculum Development Develop and update training materials and lesson plans tailored to the needs of individuals or specific groups. Create exercises, practice sessions, and role-playing scenarios to ensure active learning. Soft Skills Development Train agents on non-verbal communication, including tone, pace, volume, and body language, to ensure a holistic approach to effective communication. Provide ongoing support and coaching after training sessions, including follow-up assessments to ensure continuous improvement. Reporting & Documentation Keep detailed records of each training session, progress made by individuals, and any additional challenges. Prepare regular progress reports for stakeholders. Performance Tracking And Metrics Set up key performance indicators (KPIs) to measure the success of training programs and team performance. Analyze training data and feedback to identify areas for improvement and recommend enhancements to training strategies. Develop progress trackers for trainees and ensure timely follow-ups to monitor improvement over time. Years Of Experience Minimum 8 years of hands-on experience in voice and accent training, speech coaching, or a related field. Proven track record in training individuals or teams in corporate environments, contact centers, or other client-facing roles. Knowledge of common tools used in industry for voice and accent. Ability to work in flexible hours to support a global team and clients across different time zones. Education Qualification & Certifications (optional) Required Minimum Qualifications A degree or certification in specialized courses. (preferred). Certification in voice coaching, speech training, or a similar discipline is a plus. Skill Set Required Primary Skills (must have) Bachelor’s degree, candidates with Human Resources, Business, Management, Organization Development, or related field will be preferred. A stronghold of the language (English) and good knowledge of grammar, pronunciation, spellings, and vocabulary, exceptional spoken and written communication skills Knowledge of language, accent and dialects, voice modulation & inflection. Ability to simplify complex linguistic concepts and make them accessible to learners of all levels. Proficiency in providing constructive feedback in a positive, encouraging manner. Familiarity with online learning platforms, virtual classroom tools, and audio-visual aids for remote training. Secondary Skills (desired) Patience, empathy, and a strong desire to help others succeed. Creative and adaptable, able to adjust training methods based on individual learning styles. Professional demeanor with a strong sense of cultural sensitivity and awareness, especially when dealing with diverse groups of learners. Cultural sensitivity Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits. Show more Show less