Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Inbound Sales Representative Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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 www.accenture.com
What would you do? The Quality Analyst serves as a Subject Matter Expert (SME) for the Quality function. This role is responsible for conducting quality audits, facilitating calibrations, generating performance reports, and supporting the implementation of quality initiatives. The analyst also acts as the first level of escalation for quality-related concerns.
What are we looking for? Key Responsibilities • • Act as the first level of escalation for Quality performance issues and reporting. • • Conduct regular Quality audits using standard sampling methodologies to ensure compliance with client standards. • • Provide real-time feedback to front-line processors/agents based on monitoring observations. • • Facilitate calibration sessions with Operations and Client teams to ensure alignment on quality standards. • • Generate timely and accurate reports including daily, weekly, and month-to-date scores at agent, team, and SOW levels. • • Assist in rolling out quality initiatives by supporting the implementation of plans and strategies. • • Lead weekly/monthly business reviews with stakeholders to discuss Quality and CSAT performance. Skills & Qualifications • • Advanced knowledge of Quality processes and strong decision-making skills in executing action plans. • • Acts as a backup to the Quality team lead. • • Responsible for training and developing Quality Analysts in key Quality concepts and tools. • Any experience in regulatory compliance (FCA, OFCOM) is preferred. • Minimum 2-4 Year of Calls/ Chats handling/ Quality evaluations experience. Communication & Negotiation • • Facilitate meetings with onshore auditors, Operations, and SMEs to ensure alignment with client business rules. • • Lead calibration sessions and effectively advocate for consistent application of agreed quality standards. Problem Solving • • Perform quality analysis to identify root causes and recommend actionable improvements. • • Propose initiatives to enhance overall Quality and CSAT performance. Leadership & Contribution The Quality Auditing Analyst plays a leadership role in quality assurance by mentoring peers, supporting the Quality Assistant Manager, and ensuring that quality standards are upheld across the organization.
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems• Your day to day interaction is with peers within Accenture before updating supervisors• In this role you may have limited exposure with clients and/or Accenture management• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments• The decisions you make impact your own 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 that this role may require you to work in rotational shifts

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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