Responsibilities:
* Provide an overview of the performance of the Training team on a biweekly basis.
* Oversee the performance of trainers, new hire onboarding, and reporting to the client Training Team.
* Develop proactive training strategies to improve quality metrics of agents.
* Perform root cause analysis of new hire performance during onboarding.
* Assess knowledge gaps and recommend targeted training improvements.
* Oversee certification of the OS Training team and Senior Agents in liaison with their Business Partner.
* Conduct monthly class observations of trainers, with each trainer having 3 quarterly observations.
* Discuss and review the class observation process with trainers.
* Ensure adherence to Training Team KPIs.
* Attend all Train the Trainers and related training meetings.
* Participate in Global Quality Calibration Sessions and Business Reviews.
* Support planning, scheduling, and coordination of training programs.
* Manage all aspects of training program development and delivery.
* Identify appropriate curricula for strategic initiatives and ensure effective delivery.
* Work with the Training Lead to meet training and development needs.
Why Accenture
Accenture is a leading global professional services company, providing a broad range of services in strategy, consulting, digital, technology, and more. With approximately 459,000 people serving clients in over 120 countries, we drive innovation to improve the way the world works and lives.
Inclusion and Diversity
We are a diverse global team committed to an inclusive workplace that helps everyone reach their potential. We promote equality and are dedicated to fostering an accessible and open environment.
For any requirements or reasonable adjustments during recruitment, contact us at accessIErecruitment@accenture.
Basic Qualifications
* Language: English (C1 level), with required language proficiency assessments.
Qualifications
* 2-5 years of experience in a similar role.
* BA or equivalent work experience.
* Excellent communication skills.
* Proficiency with computers.
* Experience in fraud detection/prevention workflows (highly desirable).
* Experience working with consumers in B2C environments.
* Strong communication, problem-solving, and customer service skills.
* Ability to work independently and in teams, managing multiple priorities under pressure.
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. We support our people’s well-being and provide opportunities for growth and learning. Recognized as one of the World's Best Workplaces, we foster an inclusive environment where everyone can thrive.
Equal Employment Opportunity Statement
We make all employment decisions without regard to age, race, creed, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected basis.
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