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Senior Content Management for Social Media (Pages Entities)

Job Location: San Jose

Regional Description: Costa Rica

Job Number: 00574178

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- Job description

 

Is responsible in ensuring that all Raters are supported on a quality, training and policy perspective. He/She supports the Team Lead in addressing technical questions from the team and acts as support in covering the shift. He/She also acts as the team’s Officer-in-charge (OIC) when the Team Lead is not present. 


Key Duties and Responsibilities:

  • Act as floor support to assist the team with any policy or process related questions
  • Sends End of Day (EOD) report of the team’s performance to key stakeholders
  • Engages in the weekly calibration sessions and QTP Integration with Quality and Training
  • Manages the Quality performance of the team through Performance coaching (CL13 & CL12 Raters)
  • Conducts refresher trainings for minor policy updates in a timely manner
  • Coordinates with the Training Team to endorse Raters for refresher trainings
  • Reviews team members’ rebuttals & disputes, ensures team members follow correct format, and provide timely feedback
  • Monitors SRT tribes and chat groups for updates from the client and responds timely
  • Updates Quip documents as needed
  • Updates Accenture Control Framework (ACF) control points daily
  • Relates and can articulate Operational Excellence in daily operations
  • Conducts ISMS and 5S audits in the workplace
  • Participate in process improvement initiatives and collect insights from the team
  • Contribute to improvement of the work processes by generating process improvement ideas
  • Respond to SRT bugs reported & internal technology issues and escalate to supervisor as appropriate.

Key Duties and Responsibilities:

  • Act as floor support to assist the team with any policy or process related questions
  • Sends End of Day (EOD) report of the team’s performance to key stakeholders
  • Engages in the weekly calibration sessions and QTP Integration with Quality and Training
  • Manages the Quality performance of the team through Performance coaching (CL13 & CL12 Raters)
  • Conducts refresher trainings for minor policy updates in a timely manner
  • Coordinates with the Training Team to endorse Raters for refresher trainings
  • Reviews team members’ rebuttals & disputes, ensures team members follow correct format, and provide timely feedback
  • Monitors SRT tribes and chat groups for updates from the client and responds timely
  • Updates Quip documents as needed
  • Updates Accenture Control Framework (ACF) control points daily
  • Relates and can articulate Operational Excellence in daily operations
  • Conducts ISMS and 5S audits in the workplace
  • Participate in process improvement initiatives and collect insights from the team
  • Contribute to improvement of the work processes by generating process improvement ideas
  • Respond to SRT bugs reported & internal technology issues and escalate to supervisor as appropriate.

Working Conditions

Ø  Fast paced working environment 

Ø  Overtime may be required

Ø  May be required to come to work on Client-observed holidays and Costa Rica local holidays

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