This individual will be specifically dedicated to driving the realization of call recording initiatives. This individual will assist in developing, creating, and implementing call recording quality processes and procedures; as well as making recommendations for enhancements to training materials and the call recording tool, as needed.

 

Responsibilities

• Utilize call recording tool to perform quality checks and audits of inbound/outbound calls and voicemails to ensure adherence to policies, procedures, and high level of customer service.
• Drive to meet desired number of monthly call audits per contract, not falling below minimum required standards.
• Provide collectors and Team Leads written individual collector feedback on performance and areas for improvement via call recording tool evaluation form.
• Identify positive/negative systemic trends across all collectors and provide feedback and input, to identify training successes and facilitate design of training to address and resolve negative systemic issues.
• Set communication standards associated with collector call contacts including, but not limited to, call introductions, customer engagement, use of available resources, issue resolution, call outcomes, call closings, and post call activities.
• Create and distribute applicable call scripting for collectors to follow or use as a guide on each call.
• As applicable, conduct focused coaching sessions with new hires, and low performers.  Team Leads are responsible for individual collectors coaching outside of new hires and persons on performance plans.
• Assist in the updating of training materials and assist with training as needed.
• If necessary, conduct call evaluation calibration sessions with the QA team, Collections team leads, and applicable client stakeholders across all delivery centers on a regular cadence.
• Provide recommendations for operational change, participating in analysis of work flows/procedures to improve accuracy and efficiency within operations.

• Bachelor’s degree in finance, communications, education, or applicable work experience in training and/or collections
• Results focused, problem solver with an operational mindset
  • Ability to manage multiple ongoing tasks and balance workload effectively against deadlines
  • Ability to work effectively and flexibly with Operations resources from different global locations
  • Excellent communication and presentation skills
  • Excellent organizational and time management skills
  • Experienced in coaching and mentoring a team of professionals

Desirable:

• BPO experience
• Languages beyond English would be advantageous 

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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