Offers “Accenture”

Expires soon Accenture

Contact Center Trainer

  • Internship
  • Southwest, USA

Job description



Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world's largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description
The Trainer is responsible for delivering new hire training, and refresher training as needed. Other responsibilities may include, but are not limited to:
· Train all new joiners on Client's workflows and policies, using shadowing, knowledge checks, etc to ensure certification of all trainees
· Liaise with Client on all new polices and work with QA to ensure dissemination to the Agents
· Serve as a Client-facing representative for policy discussion, to provide feedback from Agents, etc
· Assist with Quality Assurance audits (QA) as needed
· Provide support to Team Leads in pushback calls with client
· Provide immediate feedback to Agents on their QA scores
· Aggregate, prioritize, and report on the top issues impacting QA scores
· As new Content Policies are being developed and prototyped, coordinate with Team Leads to provide details to local teams around the impact of the policy change on the team's current work

Desired profile



Qualifications :

Basic Qualifications:
·  1 year of experience in Operations Delivery
·  1 year of experience in a Contact Center environment
Preferred Qualifications:
·  Training experience is highly preferred
·  Previous experience supervising a Team
·  Experience in Content Management
·  Experience in the Software & Platform industry
·  Experience in a BPO environment
Professional Skill Requirements:
·  Excellent written and verbal communication skills
·  Excellent organizational skills and detail-oriented approach to problem solving
·  Demonstrated proficiency in multitasking and prioritization
·  Able to adapt quickly in changes in workflows
·  Comfort communicating with all levels of management

All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity 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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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