Job Description

Key Responsibilities / Activities

  • Perform data entry in excel or SQF because of daily QA evaluations
  • Data analysis and verification.
  • Customer Service.
  • Provide Trainings / Coaching / Refresher. 
  • RETRO Repository (Process Clarification and Recommendation)
  • Dispute Resolution
  • TNA (Trainer needs analysis)
  • RCA (Root causes Analysis)
  • Advance Excel
  • PKT (Process knowledge tests)
  • Advance English/Portuguese
  • Quality assurance of data entry
  • Perform proactive analysis
  • Utilize data to identify trends and opportunities for improvement
  • Analyse trends, data, notes, root cause analysis etc.
  • Utilize tools to perform root cause analysis on factors impacting the business
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
  • Develops and maintains knowledge of customer and customer specific business environment
  • Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
  • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
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Qualifications

Skills Requirements

  • Client/Customer handling experience
  • Data analysis and verification.
  • Provide Trainings / Coaching / Refresher. 
  • RETRO Repository (Process Clarification and Recommendation)
  • Dispute Resolution
  • TNA (Trainer needs analysis)
  • RCA (Root causes Analysis)
  • Advance Excel
  • PKT (Process knowledge tests)
  • Advance English
  • Proficient in Metrics and Reporting and MS Office including MS Excel, Word and PowerPoint
  • Should be capable to take initiatives, team player
  • Should be capable to do training with customers
  • Develops and maintains good working relationships with others
  • Acts confidently in uncertain circumstances; works effectively in ambiguous situations
  • Takes well thought-out action to achieve a specific impact
  • Positive, energetic, enthusiastic attitude
  • Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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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