Instructor Senior Analyst-Voice

As an Instructor Senior Analyst at Accenture, you will be part of the Trust and Safety offering within Accenture Operations, contributing to keeping the internet safe and helping platform companies accelerate their businesses. Your main responsibility will be training Content Moderators to analyze and review user profiles, audio, videos, and text-based content, as well as investigating, escalating, and resolving reported issues. Due to the nature of the role, you may be exposed to flashing lights or contrasting light and dark patterns. Your role will involve training agents in voice communication by focusing on intonation, modulation, clarity, articulation, active listening, and handling difficult conversations. For chat communication, you will emphasize maintaining a professional tone, conciseness, clarity, multitasking, and the use of templates. In email communication, you will train agents on structuring emails, grammar, punctuation, and maintaining a formal tone. To excel in this role, you should have proficiency in using training tools and Learning Management Systems (LMS), exceptional verbal and written communication skills, expertise in training and coaching, strong analytical skills, interpersonal skills, and organizational skills. A Bachelor's degree in English Literature or Communicative English and proven experience as a Communications Trainer in a customer support environment are required qualifications. Your key responsibilities will include curriculum development, training delivery, coaching and skill enhancement, performance monitoring, quality assurance, collaboration, and reporting and documentation. You will design comprehensive training curriculum, deliver engaging training sessions, provide personalized coaching, monitor agent performance, ensure adherence to communication standards, collaborate with teams, and prepare reports on training outcomes. Join Accenture, a global professional services company that offers Strategy and Consulting, Technology, and Operations services, and be part of a team that delivers on the promise of technology and human ingenuity every day. Visit www.accenture.com to learn more about our capabilities and how we create value and shared success for clients, people, shareholders, partners, and communities.,