Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Service Desk Quality Management
Good to have skills : Quality Management
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
The role is responsible for understanding and delivering client & customer requirements in terms of Quality and Performance.

1. Knowledge of Transaction Monitoring Process
2. Candidate should have good Communication skills.
3. Ability to provide effective feedback and coaching to improve individual and process-level quality.
4. Analytical skills with attention to detail and experience analyzing large sets of data in Excel
5. Demonstrate flexibility to meet client requirements.
6. Flexible to work Night Shifts.
7. If any project demands relocation should be flexible for domestic travel.

MAIN ACCOUNTABILITIES:
1. Evaluate voice and non-voice interactions and provide constructive feedback to the agents
2. Act as a subject matter expert for the line of business assigned
3. Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills
4. Conduct Root Cause Analysis, monitor Customer Satisfaction Survey results and recommend improvement to reduce AHT
5. Generate reports (statistics, graphs, etc.) specifically on the status of quality initiative implementation

Professional & Technical Skills:
Industry experience of a minimum of 12 months
Excellent communication and interpersonal skills
Ability to Multi-task effectively & good at problem-solving and issue resolution
Should have knowledge of Excel, Power point & Word
Knowledge of Six Sigma, ISO, ITIL, and other quality-related tools would be an added advantage
Need to have knowledge and skill set in Power BI
Support 24*7 and 5 days work from Office.

Additional Information:
- The candidate should have a minimum of 2 years of experience in Service Desk Quality Management.
- This position is based at our Bengaluru office.
- A 15 years full-time education is required.

15 years full time education

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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