Job Responsibilty
Job Description
Skill required: Quality analysis – Contact Center Quality Monitoring
Designation: Senior Analyst
Job Location: Gurugram
Qualifications: Any Graduation
Years of Experience: 5-8 years
About Accenture Operations
In today’s business environment, growth isn’t just about building value-it’s fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that’s anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models. Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology. Visit us at www.accenture.com
What would you do?
You will be aligned with our Quality vertical and help us manage risk in service delivery to an acceptable level as defined by the Accenture client and increase the level of awareness of and in compliance with policy and process related matters.
You will be working with the quality analysis team which works on industry standard quality tools and frameworks.
In Contact Center Quality Monitoring, you will be designing and implementing quality monitoring tools to extract, process and analyze information gathered through data mining, call flow events, customer surveys, agent screen activities and analyses of customer interactions, with the objective of improving business operations, customer loyalty and agent retention.
What are we looking for?
We are looking for individuals who have the following skillset:
Inside Sales
Quality Assurance
Quality Management
Ability to perform under pressure
Ability to establish strong client relationship
Ability to handle disputes
Ability to manage multiple stakeholders
Ability to meet deadlines
It would be a value add if you are proficient in:
Digital Marketing
Quality analysis
Roles and Responsibilities
In this role, you need to analyze and solve increasingly complex problems
Your day to day interactions is with peers within Accenture
You are likely to have some interaction with clients and/or Accenture management
You will be given minimal instruction on daily work/tasks and a moderate level of instructions on new assignments
You will need to consistently seek and provide meaningful and actionable feedback in all interactions
You will be expected to be constantly on the lookout for ways to enhance value for your respective stakeholders/clients
Decisions that are made by you will impact your work and may impact the work of others
You would be an individual contributor and/or oversee a small work effort and/or team.
Please note this role may require you to work in rotational shifts.
Qualifications
Any Graduation