Skill required: Employee Services - Contact Centre - Contact Center Quality Monitoring
Designation: HR Service Delivery Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? CF Operations Employee Services - Contact Centre provides support and assistance to employees through a dedicated helpdesk or call center. This includes answering questions about HR policies, resolving issues related to payroll and benefits, and providing information on company procedures. The goal is to offer quick and efficient support to employees. It helps ensure that employees have access to the information and help they need. Effective contact center services contribute to a positive employee experience. Evaluate contact center agent interactions leveraging speech analytic capabilities or and call recordings to evaluate key compliance adherence and identify coaching opportunities.Design and implement 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? •Workday •Workday Performance Management •Workday Recruiting •Ability to establish strong client relationship •Ability to handle disputes •Ability to perform under pressure •Written and verbal communication
Roles and Responsibilities: •In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are 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 instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • 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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