Team Lead-Voice

Job Summary

The Voice & Accent (V&A) Team Lead is responsible for leading communication-skills assessment, coaching, and improvement programs for voice-based call center operations. The role manages V&A trainers and coaches, establishes communication standards, supports new-hire and tenured-agent development, and improves customer interactions through clear, confident, culturally appropriate, and customer-focused communication

Key Responsibilities

1. V&A Team Management Lead, coach, and develop V&A trainers, communication coaches, and assessors to achieve productivity, quality, and development targets. Allocate assessments, training, coaching, and floor-support activities while ensuring adequate coverage across processes and shifts. Conduct performance reviews, one-to-one discussions, observations, and development planning for the V&A team. 2. Communication Assessment and Diagnostics Oversee new-hire and tenured-agent assessments covering pronunciation, grammar, fluency, clarity, listening, tone, pace, and comprehension. Ensure assessments use approved rubrics, benchmarks, call samples, and consistent rating standards. Analyze individual and process-level communication gaps and recommend targeted development interventions. 3. Training and Coaching Delivery Plan and facilitate V&A, business communication, customer-handling, and cultural-sensitivity programs for call center employees. Design and track remedial coaching plans for agents with communication, confidence, listening, empathy, or call-control gaps. Measure learning effectiveness through pre- and post-assessments, call observations, quality results, and sustained behaviour change. 4. Calibration and Assessor Consistency Conduct regular calibration sessions with V&A assessors, Training, Quality, Operations, and client stakeholders. Ensure consistent interpretation of communication competencies, proficiency levels, error definitions, and certification standards. Document calibration outcomes, track assessor variance, and implement corrective actions when alignment falls below target. 5. Quality and Customer Experience Partnership Partner with Quality and Operations teams to identify communication behaviours affecting customer satisfaction and call resolution. Review customer calls, complaints, escalations, repeat contacts, and low-satisfaction interactions for V&A-related improvement opportunities. Promote active listening, empathy, ownership, professional language, clear explanations, and effective call closure. 6. Reporting and Performance Analytics Prepare and publish V&A assessment, training, coaching, certification, and improvement reports and dashboards. Analyze performance by agent, team, process, tenure, communication competency, intervention type, and customer-impact category. Present trends, root causes, risks, and actionable recommendations during operational and client performance reviews. 7. Content and Knowledge Management Develop and maintain training materials, pronunciation guides, grammar resources, assessment rubrics, call examples, and coaching tools. Review scripts, call flows, frequently used phrases, and customer-facing language for clarity, accuracy, and cultural appropriateness. Ensure all V&A content reflects current process, customer, client, and business communication requirements. 8. New-Hire, Nesting, and Floor Support Partner with Recruitment and Training to support language screening, new-hire readiness, and communication certification. Provide structured V&A support during nesting, including call observations, side-by-side coaching, and targeted practice. Track transition performance and recommend additional support for employees who do not meet required communication standards. 9. Continuous Improvement Conduct root cause analysis for recurring communication defects and develop corrective and preventive action plans. Introduce practical learning methods such as call simulations, role plays, listening labs, pronunciation drills, and digital coaching. Measure the impact of V&A initiatives on quality, customer satisfaction, first-call resolution, complaints, and agent confidence. 10. Stakeholder and Client Management Act as the primary point of contact for V&A performance, assessment standards, training plans, risks, and improvement initiatives. Collaborate with Operations, Quality, Training, Recruitment, HR, Workforce Management, and client teams. Present V&A results and action plans

Skill Requirements

• 4 to 7 years of experience in voice and accent training, communication coaching, language assessment, call center training, or related BPO operations.
• Minimum 2 years of experience as a Senior V&A Trainer, Communication Coach, Language Assessor, Training Specialist, or similar role.
• Experience in team coordination, new-hire training, nesting support, call-based coaching, calibration, reporting, and stakeholder management is preferred.
• • Bachelor's degree in any discipline from a recognized university or institution; a degree in English, Linguistics, Communication, Education, or a related field is preferred.
  • Certification in Voice & Accent, phonetics, language training, Train-the-Trainer, instructional design, or communication coaching is preferred.
  Relevant customer experience, quality, learning and development, or call center certification will be an added advantage

Other Requirements

Pronunciation, phonetics, grammar, fluency, clarity, intelligibility, tone, pace, stress, intonation, and neutral communication.

Active listening, probing, empathy, confidence, call control, professional language, feedback, and behaviour coaching.

Diagnostic assessment, rubric application, proficiency grading, certification, calibration, and assessor consistency.

Facilitation, lesson planning, role plays, simulations, listening activities, coaching tools, and adult-learning techniques.

Team management, work allocation, performance reviews, development planning, conflict resolution, and accountability.

Assessment analysis, training effectiveness, dashboards, Microsoft Excel, PowerPoint, and business presentations.

Customer-focused language, complaint analysis, cultural sensitivity, first-call resolution, and satisfaction improvement.

Collaboration with Operations, Quality, Training, Recruitment, HR, clients, and senior leadership.

Learning-management systems, call-recording tools, quality platforms, virtual training tools, and preferably speech analytics.

Attention to detail, patience, objectivity, adaptability, creativity, resilience, collaboration, and continuous learning.