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 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
RESPONSIBILITIES:
Training Delivery and Communications Skills Coaching
• 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
Training Evaluation and Reporting
• 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: Muntinlupa Filinvest Axis Tower 1SKILLS AND QUALIFICATIONS:
Instructor Analyst (Process Trainer)
• With at least 2 years as a process trainer in a contact center / voice operations setup
• Background/experience in General Insurance or Finance is preferred
• Excellent Training Delivery and Classroom Management Skills
• Knowledge of Adult Learning Principles
• 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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.