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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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.
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 operating model—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.
Key Responsibilities:
Review and conduct audits for Quality Assurance including appeals
Work together with client to develop Quality Assurance framework
Work with senior analysts and Team Leads to define project scope, calibration schedule
Maintain an understanding of customer Service Level Agreements and department products key performance requirements
Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy and consistency
Maintain historical data with regards to volumes, interrogate data, develop insights and prepare reporting information and metrics to be presented to management
As part of the governance framework, ensure that performance reports go out on time, reporting out on Quality review findings and Turn Around Time.
Demonstrate understanding of the client’s business needs or market and maintains high satisfaction ratings
Act as a change agent and seek opportunities to improve knowledge on Product, skills, and performance
Obtain feedback from Team Lead and Analysts and look at ways to improve the Quality audits
Participate in calibration sessions with peers to gauge scoring effectiveness
Monitor sample size monthly to ensure quality of tickets
Conduct analysis on tickets monitoring results to suggest process enhancements
Any other duties deemed appropriate by Accenture
Basic Qualifications:
Minimum of 1 year of customer-contact experience
Preferred Qualifications:
Industry experience in Social Media, especially in Law Enforcement
Microsoft Office
Professional Qualifications:
Flexible and adaptable
Objective mindset
Strong soft skills, presentation skills, written skills and listening skills
Confident when dealing with complex and ambiguous situations
Analytical and strong critical thinking / problem solving skills
A quick learner – able to ramp up quickly
Self-driven with attention to detail and follow through
Ability to multitask and work under pressure
Excellent communication
Leadership skills and professionalism on a client engagement
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.
Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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