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

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