Job Description
Job Description
Skill required: Quality analysis - Contact Center
Quality Monitoring
Designation: Management Level - Analyst
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 -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
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:- Collaboration and interpersonal skills
It would be a value add if you are proficient in:- Quality analysis
- Quality Assurance
- Quality Management
Roles and Responsibilities - In this role, you are required to analyze and solve lower-complexity problems
- Your day to day interaction is with peers within Accenture before updating supervisors
- You may have limited exposure with clients and/or Accenture management
- You will be given moderate level instructions on daily work tasks and detailed instructions on new assignments
- You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders
- You will be expected to constantly be on the lookout for ways to enhance value for your respective stakeholders/clients
- The decisions you make impact your work and may impact the work of others
- You will be an individual contributor as a part of a team, with a focused scope of work.
Please note this role may require you to work in rotational shifts.
Qualifications
BTech/MCA/BCom/Bachelors of Information Technology/Diploma In Information Technology
