DE032658-Instructor Senior Analyst

Accenture in the Philippines; Philippines; Hybrid; PHP 420,000 - 700,000; Full time

Job summary

Accenture in the Philippines seeks an Instructor Senior Analyst to deliver training programs, including end-to-end new hire training, and to monitor performance through evaluation measures and reports.

The role involves facilitating process-specific training, needs analysis, and coaching across new hires and current staff, within a hybrid setup at Quezon City, Gateway Tower 2.

Qualifications

• At least 3 years as a process trainer in a contact center or voice ops setup.
• Excellent communications skills for coaching in addition to training delivery.
• At least 1 year in instructional design or content development.
• Strong training delivery and classroom management abilities.
• Knowledge of adult learning principles and coaching methods.

Responsibilities

• Collaborate with operations, training, and quality teams to identify performance gaps.
• Analyze gaps and provide recommendations to meet target metrics.
• Develop training content, evaluations, and knowledge assessments.
• Deliver training programs and coaching for new hires and existing staff.
• Create and update training materials and tools in line with project goals.

Skills

Process trainer

Communications coaching

Instructional design

Training delivery

Adult learning principles

Coaching and mentoring

Online training tools (MS Teams)

MS Office (Word, PowerPoint, Excel)

Tools

MS Teams

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE:

Instructor Senior Analyst

WORK SETUP:

Hybrid (Full RTO when facilitating a class)

OVERALL PURPOSE:

Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous education, company background and industry policies.

• Ensures that agreed proficiency levels are met upon agents’ graduation from the training program and provides training related reports necessary to track performance.
• Facilitates all process specific required training that may include cross training, up-skilling and roll out of process and policy updates and tools/systems upgrade or changes.
• Conducts training needs analysis and implements training intervention based on Training Needs Analysis (TNA) results to help improve performance.

RESPONSIBILITIES:

• Work with the operations, training, and quality teams to identify performance gaps related to communication skills
• Analyse performance gaps and provide recommendations to meet target metrics
• Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design
• Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and over-all training effectiveness gaps
• Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff
• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff
• Provide floor support and communication coaching to all employees including leadership and support
• Develop communication assessment tools in line with project’s goals and metrics
• Proactively develop activities or modules to supplement existing programs or initiatives
• Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting
• Gather data from operations and other support teams to measure program effectiveness
• Monitor progress of employees by tracking performance indicators
• Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews
• Provide floor support and communication coaching to all employees including leadership and support
• Develop communication assessment tools in line with project’s goals and metrics
• Proactively develop activities or modules to supplement existing programs or initiatives

OTHERS:

• Project Shift Schedule: Mid/Night Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Quezon City, Gateway Tower 2

SKILLS AND QUALIFICATIONS: Instructor Senior Analyst (Process Trainer + Comms Coach)

• With at least 3 years as a process trainer in a contact center / voice operations setup
• With excellent comms skills as this resource is expected to also do comms coaching at some point (at least equivalent of B2 in LPA)
• At least 1 year Instructional Design or Content Development skills/experience. Okay with candidates with experience in writing DTPs/ SOWs/WIs
• Excellent Training Delivery and Classroom Management Skills
• Knowledge of Adult Learning Principles
• Excellent coaching and mentoring skills specifically during classroom trainings
• Experience in working with online learning management systems and conducting training virtually via virtual training such as but not limited to MS Teams is preferred
• Microsoft Office proficiency including expertise in MS Word, PowerPoint and Excel
• At least 1 year of teaching or communication skills coaching experience is highly preferred
• Training experience in Health insurance / P&C and/ or Life Insurance claims processes is preferred
• Supervisory experience is preferred; resource may handle max of 2 FTEs