Training Specialist – Contact Center

Acko is hiring for the role of Training Specialist - Contact Center!

Responsibilities of the Candidate:

• Conduct detailed TNA to identify skill, knowledge, and behavior gaps across customer service teams.
• Align TNA insights with business priorities to inform training plans.
• 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.
• 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.
• 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.
• 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.
• Maintain comprehensive training records and track learning outcomes.
• Publish monthly training reports, feedback summaries, and improvement metrics.
• Introduce and implement new training tools, formats, and microlearning strategies.
• Leverage AI and automation tools to enhance training impact and engagement

Requirements:

• 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.