Customer Contact Comms Analyst - Voice
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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
What would you do? The Customer Service Analyst QA or SME supports a large global client in Customer Operations function within a multichannel environment covering B2B and B2C interactions across voice and non-voice channels. The role combines Quality Assurance and Subject Matter Expertise responsibilities. It acts as a process expert, quality champion and operational advisor, supporting complex-case resolution, quality monitoring, compliance, coaching, knowledge management and continuous improvement in line with client contractual requirements, service-level agreements, quality standards, control frameworks and data privacy obligations. Strong Customer Operations domain knowledge across supported products, processes, systems and customer journeys. Proven experience performing quality audits, interaction evaluations, calibrations and process reviews in a managed services environment. Ability to resolve complex, escalated, ambiguous or exception-driven customer cases within defined authority levels.
What are we looking for? • Strong understanding of SLA, KPI, QA, compliance, customer-experience and operational-control frameworks. • Experience conducting root-cause analysis and converting findings into practical corrective and preventive actions. • Ability to identify recurring defects, process gaps, knowledge gaps, data issues and operational risks. • Working knowledge of CRM systems, case-management platforms, ticketing tools, QA applications and knowledge repositories. • Strong analytical capability, attention to detail, evidence-based assessment and objective judgement. • Fluent written and verbal English suitable for customer interaction, case handling and documentation • English capability sufficient for internal communication, training and quality discussions. • Language requirements are aligned to the supported customer market and client contract.
Roles and Responsibilities: • Act as the subject matter expert for assigned products, processes, systems, policies and customer journeys. • Conduct quality audits and evaluations of customer interactions across calls, email, chat, web tickets and social media using approved QA scorecards, standards and sampling models. • Assess adherence to SOPs, work instructions, scripts, customer requirements, regulatory obligations, data-protection controls and quality standards. • Provide real-time guidance and resolution support for complex, escalated, ambiguous or exception-based customer enquiries across supported channels. • Support Customer Service Advisors and Team Leaders with process interpretation, case resolution and decision guidance to improve first-contact resolution and reduce repeat contacts. • Identify quality defects, process deviations, recurring issues, knowledge gaps, data inconsistencies and operational risks, documenting findings with clear evidence and rationale. • Conduct root-cause analysis for quality defects, complaints, escalations and recurring service issues and recommend corrective and preventive actions. • Deliver timely, structured and actionable feedback to advisors, SMEs and operational leaders to improve quality, compliance and customer outcomes. • Handle customer escalations and periodically manage live cases across multiple support channels to maintain hands-on operational knowledge, process expertise, and customer context. • Support quality calibrations with Operations, Training, Quality and Leadership teams to maintain consistent interpretation and application of standards. • Validate process deviations and non-standard scenarios within approved authority levels and escalate matters outside the defined scope.
Mumbai
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.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.