Business Interlock Analyst - Communication and Training Specialist

Accenture India Private Limited; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Accenture India Private Limited is seeking a Business Interlock Analyst to focus on Talent Development and Training Needs Analysis (TNA). The role emphasizes monitoring, coaching, and developing agent skills to improve customer satisfaction in a 247, office-based setting.

Ideal candidates will have 3–5 years of experience in communications training, strong MS Office skills, and the ability to design effective training modules while partnering with Operations to drive performance improvements.

Qualifications

• 5+ years of experience in communications, with at least 3 years in Comms Training.
• Excellent oral and written communication skills.
• Presentation and coaching abilities required.
• Experience in trend analysis and reporting.
• Proficient in MS Office applications.
• Knowledge of training environment strategy and culture fundamentals.

Responsibilities

• Monitor calls, coach and develop employees skills.
• Deliver on-the-job training and document progress.
• Provide feedback and collaborate with Operations for improvements.
• Develop training modules and onboard new hires.
• Track training progress and maintain knowledge updates.
• Support CSAT goals and customer satisfaction initiatives.

Skills

Communication

Training

Coaching

MS Office

Reporting

Education

Any Graduation

Tools

MS Office

Job description

Business Interlock Analyst Skill required: Talent Development - Training Needs Analysis (TNA) Designation: Business Interlock Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: English(International) - Proficient 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 784,000 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?

• The Communication Trainer carries out regular monitoring and coaching of the agents on the floor. In addition, this position creates a need for effective relationship partnering with Operations. This position also promotes a team-oriented environment through people development, strong leadership, remedial training, continuous improvement, and cross-functional support.
• The objective of this position is to positively influence and manage teams on the floor to effect customer and client satisfaction targets.
• Primary responsibility is to monitor calls, coach and develop employees skills.
• Secondary responsibility is to deliver on the job training, documenting training progress and reporting it to training leads and Operations.
• Monitor call quality and provide feedback.
• Deliver language, communication, and remediation training.
• Coach teams on leadership, customer service, and teamwork.
• Assess training needs and onboard new hires.
• Develop and implement training modules.
• Collaborate with Operations for performance improvement.
• Track training progress and maintain knowledge updates.
• Support customer satisfaction and CSAT goals.

What are we looking for?

• More than 5 years of experience in comms, with a minimum of 3 years in Comms Training
• Knowledge of V& A fundamentals, Culture, Customer to deliver short burst modules- P5
• Training & Transition experience- P5
• Training Environment Strategy- P5
• Excellent communication skills oral and written- P5
• Presentation skills & Coaching skills- P5
• Computer, MS Office skills- P5
• Trend analysis and reporting- P5

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
• This is work from office role and must be open for working in a 247 environment