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Accenture in India
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Learning Exp Design & Dev Analyst

Learning Exp Design & Dev Analyst

Accenture in India

3 - 5 years

0 Lacs

Gurugram Haryana India

Posted:3 days ago| Platform:

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Skills Required

learning design management strategy consulting technology network power support query effectiveness communication coaching collaboration documentation audit onboarding training service escalation empathy report analysis updating

Work Mode

On-site

Job Type

Full Time

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

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?

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/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

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Learning Exp Design & Dev Analyst