Team lead - Voice and Accent Trainer

As a Team lead - Voice and Accent Trainer at HCL Tech, your role involves enhancing the communication skills of the customer support team focusing on the Ireland and UK markets. Your responsibilities include: - Delivering comprehensive Voice & Accent training tailored to Ireland and UK communication styles. - Auditing customer interactions to identify gaps in communication, tone, and language. - Providing constructive feedback and coaching to enhance agent performance including accent neutralization, clarity, pacing, and customer handling etiquette. - Organizing and delivering periodic refresher modules to reinforce learning and address recurring challenges. - Developing and customizing training content relevant to the Ireland and UK audience, incorporating real-call examples and role-plays. - Tracking training effectiveness using assessments and feedback, collaborating with quality teams to align on communication standards. - Working closely with Operations, Quality, and L&D teams to ensure consistent messaging and continuous improvement. Key Skills & Competencies required for this role include: - Excellent understanding of UK and Ireland English (pronunciation, vocabulary, tone, and cultural nuances). - Strong facilitation and coaching skills. - Analytical skills to interpret call audit findings and translate them into actionable training plans. - Empathy and patience in coaching agents at varying levels of proficiency. - Ability to engage and inspire learners in both virtual and in-person environments. - Proficiency in preparing training reports and documentation. - Flexibility to adapt training methods based on learner needs. Qualifications & Experience: - Bachelors degree or equivalent work experience in Training, Communication, English, or a related field. - Prior experience as a Voice & Accent Trainer, preferably supporting the UK and Ireland markets. - Experience in call auditing and providing constructive feedback. - Strong command over British and/or Irish pronunciation patterns and customer service language. Preferred qualifications include exposure to customer service environments, certification in VNA training or related communication skills development, and familiarity with e-learning tools and virtual facilitation platforms.,