Learning Exp Design & Dev Analyst

undefined ago • 3-5 Years

Job Summary

Job Description

You will be aligned with our Customer Support vertical, managing and resolving customer queries, handling escalations, and ensuring timely complaint resolution within SLAs. This role involves ensuring successful delivery and review of learning solutions. As a Communication Coach, you will equip BPO representatives with top-level verbal and communication skills, conduct assessments, deliver targeted coaching, and develop communication programs. You will also collaborate with various teams, maintain documentation, and contribute to continuous improvement initiatives, working as an individual contributor within a team.
Must have:
  • Manage and resolve customer queries
  • Handle escalations and complaints
  • Close faults and complaints within SLAs
  • Ensure successful delivery and review of learning solutions
  • Coach representatives on verbal and communication skills
  • Ensure qualitative and quantitative standards are observed
  • Develop, run, and measure effectiveness of communications programs
  • Participate in collaboration sessions for continuous improvement
  • Maintain coaching logs and progress trackers
  • Conduct communication assessments for skill gap identification
  • Deliver targeted coaching sessions (1:1 and group)
  • Improve spoken and written English Proficiency
  • Support onboarding and nesting phases with real-time feedback
  • Collaborate with operations, training, and quality teams
  • Develop and facilitate communications workshops
  • Track and report coaching effectiveness
  • Analyze and solve lower-complexity problems
  • Interact with peers within Accenture
  • Work as an individual contributor within a team
  • Work in rotational shifts
Perks:
  • Inclusive and diverse environment
  • Workplace free from bias
  • Sense of belonging
  • Support for physical, mental, and financial health
  • Opportunities for certifications
  • Learning opportunities
  • Diverse work experiences
  • Consistently recognized as one of the World’s Best Workplaces

Job Details

Job Description

Skill required: Knowledge Management - Learning Delivery Operations

Designation: Learning Exp Design & Dev Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. the process by which an enterprise gathers, organizes, shares and analyzes its knowledge in a way that is easily accessible to employees Ensure successful delivery of learning solutions and review their effectiveness and applicability.

What are we looking for? • Communication coach is primarily responsible for coaching representatives from the various BPO businesses to ensure that they are equipped with top level verbal and communication skills. • Thier task includes ensuring qualitative and quantitative standards are observed in meeting customer / stakeholders needs • The communication coach is also responsible for developing, running, and measuring effectiveness of communications program requirements • Participate in collaboration sessions and contribute to continuous improvement initiatives • Maintain coaching logs, progress trackers, and documentation for audit and performance review purposes •Conduct communication assessments for new hires and tenured agents to identify skill gaps. •Deliver targeted coaching sessions (1:1 and group) focused on improving spoken and written English Proficiency. •Support onboarding and nesting phases by providing real-time feedback and readiness evaluations. •Collaborate with operations, training and quality team to align coaching with KPIs such as CSAT, FCR and AHT •Develop and facilitate communications workshops tailoring to customer service scenarios (e.g., de-escalation, empathy, active listening) •Track and report coaching effectiveness using scorecards, dashboards and feedback loops.

Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts

Qualification

Any Graduation

Additional Information

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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About The Company

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and . Accenture helps organizations deliver on their promises to stakeholders and provide exceptional value. They help to improve the way that the world works and lives.

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