Skill required:
Trust & Safety - Content management
Designation:
Instructor Senior Analyst
Qualifications:
BCA/Any Graduation
Years of Experience:
5 to 8 years
About Accenture
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 Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do?
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. You will be responsible for training Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g„ graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. We are seeking a highly skilled and motivated Communications Coach to join our team and play a critical role in enhancing the communication capabilities of our customer support agents. The Communications Coach will be responsible for training agents to effectively handle customer interactions across multiple channels—chat, email, and voice. This role involves designing and delivering impactful training programs, creating tailored curriculum and training materials, and providing ongoing coaching to ensure agents are equipped with the skills needed to deliver exceptional customer service. The ideal candidate will also focus on continuous skill enhancement, leveraging organizational tools to monitor performance and drive improvements.
What are we looking for?
- Voice Communication:
- Intonation and Modulation: Teach agents how to use appropriate pitch, tone, and volume to convey empathy and professionalism.
- Clarity and Articulation: Focus on clear pronunciation, avoiding filler words, and maintaining a steady pace.
- Active Listening: Train agents to listen attentively, acknowledge customer concerns, and respond appropriately.
- Handling Difficult Conversations: Equip agents with techniques to de-escalate situations, manage irate customers, and resolve issues effectively. Chat Communication:
- Professional Tone: Emphasize the importance of maintaining a friendly yet professional tone in written communication.
- Conciseness and Clarity: Train agents to provide clear and concise responses while avoiding ambiguity.
- Multitasking: Teach agents how to manage multiple chat interactions simultaneously without compromising quality.
- Use of Templates: Guide agents on effectively using pre-approved templates while personalizing responses to meet customer needs.
- Email Communication: Structuring Emails: Train agents to organize emails with a clear introduction, body, and conclusion.
- Grammar and Punctuation: Focus on error-free writing, proper sentence structure, and professional language. Technical Skills: Proficiency in using training tools and Learning Management Systems (LMS). Familiarity with customer support platforms (e.g., CRM systems, chat tools, email management systems). 2. Communication Skills: Exceptional verbal and written communication skills. Ability to simplify complex concepts and deliver them effectively to diverse audiences. 3. Training and Coaching Skills: Expertise in facilitating engaging training sessions and workshops. Proven ability to coach and mentor individuals to improve performance. 4. Analytical Skills: Ability to analyze performance data and identify skill gaps. Proficiency in creating reports and actionable insights. 5. Interpersonal Skills: Strong relationship-building and motivational skills. Ability to inspire confidence and foster a positive learning environment. 6. Organizational Skills: Excellent time management and multitasking abilities. Attention to detail in preparing training materials and tracking progress. Qualifications: Bachelor s degree in English Literature or Communicative English will be added advantage. Proven experience as a Communications Trainer or similar role in a customer support environment. Certification in training or coach. Roles and Responsibilities:
- Curriculum Development:
- Design and develop comprehensive training curriculum tailored to the unique requirements of chat, email, and voice communication.
- Regularly update training materials to align with organizational goals, customer expectations, and industry best practices.
- Incorporate real-world scenarios, case studies, and role-plays into the curriculum to enhance learning outcomes. 2. Training Delivery:
- Conduct engaging and interactive training sessions for new hires and experienced agents, focusing on:
- Voice Communication: Intonation, clarity, pace, pronunciation, active listening, and empathy.
- Chat Communication: Professional tone, concise responses, multitasking, and use of templates.
- Email Communication: Structuring emails, grammar, formal tone, personalization, and proofreading.
- Facilitate workshops, simulations, and mock scenarios to help agents practice and refine their communication skills. 3. Coaching and Skill Enhancement:
- Provide personalized coaching to agents to address specific skill gaps, such as improving pronunciation, reducing grammatical errors, or enhancing written clarity.
- Use organizational tools and resources to monitor agent performance and provide actionable feedback
- Conduct refresher training sessions to reinforce key communication principles and introduce advanced techniques. 4. Performance Monitoring:
- Evaluate the effectiveness of training programs through assessments, feedback surveys, and performance metrics.
- Collaborate with team leads and managers to identify training needs and implement targeted improvement plans.
- Analyze agent performance data to identify trends and recommend strategies for continuous improvement. 5. Quality Assurance:
- Conduct regular audits of chat transcripts, email responses, and call recordings to identify areas for improvement.
- Develop and enforce guidelines for handling sensitive or escalated customer interactions. 6. Collaboration:
- Partner with Quality Assurance, Operations, and Leadership teams to align training objectives with business goals.
- Stay updated on customer support trends, tools, and technologies to incorporate innovative practices into training programs.
- Act as a subject matter expert (SME) for communication-related queries and initiatives.
- Maintain detailed records of training sessions, attendance, and agent progress.
- Prepare comprehensive reports on training outcomes, including success metrics, areas of improvement, BCA,Any Graduation
