Learning - Specialist

ABOUT US

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Acker's voice and ideas matter. We're a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKO's value proposition of ʻWelcome Change' focuses on offerings that make insurance simple and hassle-free With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims" Anchored in a tech-centric philosophy, ACKO's approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker's idea matters, their voice is heard, and their growth is part of our mission.

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.

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