Training Specialist – Contact Center

About Us

ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.

Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.

We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.

At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.

After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions.

Job Title: Training Specialist – Contact Center

Location: Vadodara

Department: Learning & Development

Reports To: L&D Manager

Employment Type: Full-Time

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:

• 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.
• 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.
• 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.
• 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.
• 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.
• Documentation & Reporting
• Maintain comprehensive training records and track learning outcomes.
• Publish monthly training reports, feedback summaries, and improvement metrics.
• 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.