Instructor Senior Analyst-Voice at Accenture

Navi Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, Digital PlatformsIndustries

Requirements

Any Graduation
5 to 8 years of experience
Strong skills in voice communication training, including intonation and modulation, clarity and articulation, active listening, and handling difficult conversations
Strong skills in chat communication training, including professional tone, conciseness and clarity, multitasking, and use of templates
Strong resilience and coping skills to handle exposure to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious)
Ability to design and deliver impactful training programs, create tailored curriculum and training materials, and provide ongoing coaching

Responsibilities

Train Content Moderators on analyzing and reviewing user profiles, audio, videos, and text-based content
Train Content Moderators on investigating, escalating, and/or resolving issues reported by users or flagged by the system
Design and deliver training programs to enhance communication capabilities of customer support agents across chat, email, and voice channels
Create tailored curriculum and training materials for agents
Provide ongoing coaching to ensure agents deliver exceptional customer service
Monitor performance using organizational tools and drive continuous skill enhancements
Teach voice communication skills: intonation and modulation for empathy and professionalism, clarity and articulation (clear pronunciation, avoiding filler words, steady pace), active listening (acknowledge concerns, respond appropriately), and handling difficult conversations (de-escalate, manage irate customers, resolve issues)
Teach chat communication skills: professional tone (friendly yet professional), conciseness and clarity (avoid ambiguity), multitasking (manage multiple chats without compromising quality), and effective use of pre-approved templates

Skills

Key technologies and capabilities for this role

Content ModerationContent ManagementTrust & SafetyTrainingAudio ReviewVideo ReviewUser Profile AnalysisIssue InvestigationEscalation

Questions & Answers

Common questions about this position

What is the required experience level for this role?

The position requires 5 to 8 years of experience.

What are the key skills needed for this Instructor Senior Analyst-Voice position?

Key skills include Trust & Safety - Content management, training Content Moderators on analyzing user profiles, audio, videos, and text-based content, and acting as a Communications Coach to train agents in chat, email, and voice interactions.

What qualifications are needed for this job?

Any Graduation is required as the qualification.

What is the work environment like for this role?

The role involves content moderation work that may expose individuals to potentially objectionable content like graphic, violent, or sexual material, requiring strong resilience and coping skills, with Accenture providing well-being support programs.

Is the salary or compensation mentioned for this position?

This information is not specified in the job description.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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