Description

About the Company

ACKO is a digital-first insurance company, founded in 2016, serving over 200 million tech-savvy Indian users. Known for its customer-first, technology-driven approach, ACKO simplifies insurance through innovations like zero paperwork, same-day claims settlements, and app-based updates. The company is more than an insurer; it’s a product-tech platform focused on solving real-world problems. ACKO emphasizes inclusivity, innovation, and growth for its employees—fondly called "Ackers."

About the Role

The Training Specialist – Contact Center role is part of the Learning & Development team at ACKO. This position focuses on enhancing the customer experience by delivering impactful training to the contact center teams. The role combines people development with operational excellence, requiring the candidate to lead training need analysis, deliver engaging onboarding sessions, and continuously improve learning methods.

Key Responsibilities:

1. Training Needs Analysis (TNA)

• Analyze skill, knowledge, and behavioral gaps across teams
• Align findings with business goals for actionable training plans

2. Training Delivery

• Deliver new hire training programs for seamless onboarding
• Facilitate refresher courses and training on new processes

3. Stakeholder Collaboration

• Work with Operations, Product, and Quality teams to design role-based training
• Support QA-driven initiatives with focused coaching

4. Content Development

• Create and maintain training materials, SOPs, job aids, and scripts
• Draft communication templates and update learning assets

5. Communication & Updates

• Ensure timely communication of process changes
• Promote a learning culture by sharing success stories and updates

6. Documentation & Reporting

• Maintain accurate training documentation
• Publish reports on training effectiveness and feedback

7. Learning Innovation

• Integrate new tools and microlearning formats
• Use AI/automation tools to improve training delivery

Key Skills:

Training delivery, Learning needs analysis, Content development, Stakeholder management, Communication skills, G-Suite proficiency, Documentation, Coaching, Process update communication, AI tools in training

Requirements:

• Bachelor's degree in any discipline
• 2–4 years of experience in customer support or training roles, preferably in contact centers
• Proficient with Google Workspace (Docs, Sheets, Slides)
• Experience with learning and training tools
• Familiarity with AI-enabled learning platforms is a plus
• Excellent analytical, communication, and creative thinking skills
• Strong attention to detail and ability to manage documentation