Job Description

Accenture is looking for a new trainer for its Operations Team!


Responsibilities:

A. Responsibilities to include but not be limited the following:

i. Responsible for facilitating training identifying root cause of performance health of new hire on boarding refresher trainings and cross training.

ii. Maintain an average score of 95 quality score of cases actioned over rolling 6 month period dependent of the workflows that each specific trainer has been certified.

iii. Achieve a quarterly average score of 90 on Trainer Observation Checklist performed by Training Manager and Business Partner.

iv. Achieve a quarterly average score of 90 favorability on Agent survey for nesting, floor, and training if applicable.

v. Planning, design and delivery of Training sessions, including Ad hoc Training, for both new and existing team members.

vi. Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed.

vii. Communicate with diverse audiences e.g., employees, management, other sites, etc. to provide information and clarification regarding training programs, actions, policies, procedures and best practices.

viii. Ensure that training solutions are designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning styles.

ix. Manage participation during training delivery to ensure maximum contribution test for understanding, observe behaviour and alter delivery method if necessary.

x. Maintain enablement content materials providing feedback to curriculum design team to ensure content is up to date and relevant.

xi. Analyze training needs and develop strategies to improve courses and training documentation.

xii. Provide end of class feedback to reduce errors and improve processes.

xiii. Ongoing evaluation of certification processes procedures enablement content improve training effectiveness by participating in development of new approaches, techniques, and materials.



Qualifications

Qualifications:
  • 2 years of experience in a training role in a technical support or client care operation.
  • Good knowledge of Quality Process Improvement techniques.
  • Excellent communication, consulting, influencing and interpersonal skills.
  • Passion for ensuring a world class support experience.
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites teams.

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

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 505,000 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.

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

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

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