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Engaged Employer

ACKO

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3.7

based on 553 Reviews

Video summary

36 ACKO Jobs

Training Specialist - Contact Center

Acko General

3.7

based on 553 Reviews

2-4 years

Amritsar

1 vacancy

Training Specialist - Contact Center

ACKO

posted 3+ weeks ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Customer Support Training Analytical Content Development Development Management

+ 1 more

Job Description

Job Title: Training Specialist - Contact Center

Location: Amritsar
Department: Learning Development
Reports To: LD Manager
Employment Type: Full-Time

Job Summary:

We re looking for a dynamic Training Specialist with a passion for developing people and elevating customer experience in a contact center environment. The ideal candidate will lead training needs analysis (TNA), deliver high-impact onboarding and refresher trainings, collaborate with cross-functional stakeholders, and drive continuous learning initiatives. If you thrive in fast-paced environments and love blending process with people, we want you on our team.

Key Responsibilities: 1. Training Needs Analysis (TNA)

Conduct detailed TNA to identify skill, knowledge, and behavior gaps across customer service teams.
Align TNA insights with business priorities to inform training plans.

2. Training Delivery

Deliver engaging new hire training programs to ensure seamless onboarding.
Facilitate timely refresher and upskilling sessions for existing employees across BAU and new process changes.

3. Stakeholder Collaboration

Partner with Operations, Quality, and Product teams to co-design role-specific training programs.
Support QA-driven monthly initiatives and action plans through targeted coaching interventions.

4. Content Development Management

Design and continuously update training modules, decks, job aids, SOPs, and quick reference guides.
Draft high-impact calling scripts and email templates in collaboration with frontline teams.

5. Communication Process Updates

Publish and communicate process updates across the floor in a timely and accessible manner.
Promote a learning culture by sharing best practices, success stories, and customer appreciations.

6. Documentation Reporting

Maintain comprehensive training records and track learning outcomes.
Publish monthly training reports, feedback summaries, and improvement metrics.

7. Learning Innovation

Introduce and implement new training tools, formats, and microlearning strategies.
Leverage AI and automation tools to enhance training impact and engagement.

Qualifications:

Bachelor s degree in any discipline.
2-4 years of experience in customer support or training roles, preferably in a contact center environment.
Proficiency in G-Suite and learning tools.
Familiarity with AI-driven learning platforms or tools is a bonus.

Key Competencies:

Analytical Thinking: Ability to decode performance data and identify training gaps.
Communication: Strong verbal and written skills for delivering clear, concise training.
Empathy Influence: Can connect with diverse audiences and inspire behavior change.
Creativity: Innovates with content and delivery methods to maintain engagement.
Attention to Detail: Maintains accurate and organized documentation.

Why Join Us
Work at the heart of customer excellence, drive real impact, and shape how we deliver world-class service. At ACKO, your ideas and passion for learning will directly influence how thousands of customers experience care and delight.

Employment Type: Full Time, Permanent

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