Description

About the Company

ACKO is a digital-first, product-tech company serving over 200 million users across India. Founded in 2016, ACKO redefined insurance by introducing features like zero paperwork, zero commission, instant renewals, and same-day claims—all powered by technology. More than just an insurance provider, ACKO is a culture of innovation and inclusion, where ideas are celebrated, and every employee—an Acker—has the opportunity to make an impact.

Role Overview

The Training Specialist – Contact Center will lead employee development initiatives for ACKO’s customer service teams. The role demands a hands-on trainer who excels in needs analysis, content development, facilitation, and stakeholder collaboration to ensure frontline teams deliver consistent, high-quality customer interactions.

Key Responsibilities:

• Training Needs Analysis (TNA)
• Conduct deep-dive skill gap analyses across the contact center.
• Translate TNA results into actionable training programs aligned with business needs.
• Training Delivery
• Lead high-impact onboarding training for new hires.
• Conduct periodic refresher training for ongoing process or behavioral improvements.
• Stakeholder Collaboration
• Partner with Operations, QA, and Product teams to tailor training solutions.
• Support quality initiatives with targeted coaching interventions.
• Content Development
• Design/update training materials, SOPs, job aids, scripts, and email templates.
• Maintain a dynamic repository of learning assets.
• Communication & Change Management
• Ensure timely communication of process updates to agents.
• Reinforce learning through recognition, floor walk insights, and best practices.
• Documentation & Reporting
• Track learner progress, maintain training records, and publish monthly training impact reports.
• Innovation in Learning
• Implement microlearning formats, gamified content, and AI tools to boost engagement and retention.

Qualifications

• Bachelor’s degree in any discipline
• 2–4 years of experience in a contact center training or support role
• Hands-on with Google Suite; exposure to LMS or AI-driven learning platforms is a plus

Key Competencies

• Analytical Thinking: Ability to interpret performance metrics to drive training outcomes
• Communication: Strong written and verbal communication skills
• Empathy & Influence: Ability to connect with learners and motivate behavioral change
• Creativity: Bring innovation in training tools and delivery techniques
• Attention to Detail: Ensure accuracy in training content and reporting

Why Join ACKO?

• Be at the forefront of customer-centric innovation. At ACKO, your training expertise will directly shape the way millions of customers experience quality service. This is more than a role—it's a chance to drive excellence, innovation, and delight from the frontlines.