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

Any Graduation

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.
Visit us at www.accenture.com

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