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.
 

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.

 

The Intelligent Citizen Care Trainer & Quality Assurance Analyst will deliver classroom virtual and on the job training including but not limited to new hire, operational, procedural, product, process and behavior reinforcement. This role will facilitate programs and implement ongoing initiatives that improve the transfer of customer service skills from the classroom virtual to the job. This role will assess production, staff performance, and development and assist in the administration and tracking of skill assessment and measurements and partner with client resources on improvement projects across all lines of business.

 

Key Responsibilities

  • Spend 30-40 hours a week facilitating stand up training, to include Train the Trainer sessions for internal and remote contact center trainers.
  • Develop and improve training program, curriculum and context for existing and new products and programs in addition to updating and maintaining the training manual, materials, and knowledge base.
  • Collaborate partner across the organization to ensure contact center environment is prepared to support new programs and products from both a logistics and training standpoint.
  • Work with client to research, analyze, review and create recommendations for training and development materials.
  • Conduct quarterly assessment of contact center training delivery and programs.
  • Work effectively in a team environment by supporting change and adding value to shape the customer service organization.

Role Requirement: Must be available for work Saturday or Sunday as well as business hours between 8AM-5PM ET and 7AM-4PM CT time zones.

 



Qualifications

Basic Qualifications:

  • Minimum of 2 years’ experience working in a call center environment
  • Minimum of 1 year experience in a training role with responsibilities for developing content and delivering training sessions to teams

Preferred Qualifications:

  • Experience with Workforce Management (WFM) and WFM Tools (e.g. IEX/NICE, Blue Pumpkin, Genesys)
  • Experience with telephony systems (AWS Connect, ZenDesk, Cisco, etc.
  • Experience with CRM tools (Salesforce, ServiceNow, MSNow, etc.
  • Business Process Outsourcing experience.
  • Associate's degree or equivalent additional work experience in a call center

Professional Skill Requirements:

  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication (written and oral) and interpersonal skill
  • Ability to work independently, prioritize and meet deadlines
  • Planning, facilitation and public speaking skills.
  • Ability to handle multiple priorities and projects concurrently.
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