Accenture Hiring for Service Desk Quality Management Application Tech Support Practitioner Job at Bangalore Full Time

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song-all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com

• Project Role :Application Tech Support Practitioner
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  Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
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  Management Level :11
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  Work Experience :2.5-4 years
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  Work location :Bengaluru
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  Must Have Skills :
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  Good To Have Skills :
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  Job Requirements :
  

  • Key Responsibilities : Quality Analyst Proficiency required a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents b: Act as a subject matter expert for the line of business assigned c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT e: Generate reports specifically on the status of quality initiative implementation
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    Technical Experience : a: Good knowledge about ITSM lifecycle and ITIL framework b: Good knowledge about internal quality process c: Knowledge about Calibration d: Ability to provide effective feedback and coaching to improve individual and process level quality e: Demonstrate flexibility to meet client requirements f: Three to five years of experience g: Minimum one year of experience as a Quality Analyst
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    Professional Attributes : a: Excellent verbal and written communication skills with email etiquette and customer service skills b: 24×7 Support, mostly night shifts and rotation is ONLY as per project requirement c: 5 days working per week with two weekly offs based on roster
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    Educational Qualification : a: Bachelors degree
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    Additional Information : Excellent verbal and written communication skills with email etiquette and customer service skill