Job Description

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Job Description
 
A professional at this position level within Accenture has the following responsibilities: 

  • Complete quality audits of agent transactions each month per agreed schedule.
  • Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.
  • Create and complete Quality Assurance reports and distribute to stakeholders.
  • Analyze quality results and provide training, process, and quality improvement recommendations. 
  • Participate in internal and external client meetings re: quality processes, the quality form, or quality improvement initiatives. 
  • Participate in and/or manage monthly calibration sessions with internal stakeholders and/or the client.
  • Improve agent performance through the completion of side by side coaching.
  • Maintain all quality assurance metrics. 
  • Fulfill other quality & coaching assignments as needed. 
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Qualifications

Basic Qualifications

  • Candidates must have proven experience with agent development and coaching

 
Preferred Qualifications

  • Quality Assurance and or Performance Coaching experience.
  • Demonstrated ability to innovate
  • Strong analytical skills that demonstrate sound judgment.
  • Excellent decision-making ability and problem solving skills.
  • Ability to work creatively and analytically in a problem-solving environment.
  • Strong attention to detail.
  • Strong understanding of SLA's performance targets.
  • Able to work under pressure to ensure that strict timelines and deadlines are achieved.
  • Strong understanding of human behaviour and skilled in providing constructive feedback.
  • High quality communication skills, both oral and written.
  • Able to work independently with minimal supervision.
  • High level of professionalism.
  • Proven customer contact skills and experience.
  • Self-manager.
  • Ability to multitask effectively.
  • Excellent interpersonal skills and ability to function within a team.
  • Eager to contribute in a team-oriented environment.
  • Passionate about process, quality people.
  • Believes in the benefits of standard processes, consistent measurement, performance feedback and coaching.
  • Uses Knowledge Tools and a sensible business approach to confidently make decisions.

Professional Skill Requirements

  • Demonstrated leadership in professional setting; either military or civilian
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian

Locations

Ontario - Ottawa,Ontario - St. Catharines

Equal Employment Opportunity Statement

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.

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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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