Learning Assistant
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Job description
Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/problems. He/She demonstrates knowledge of processes and related systems in order to effectively perform their responsibilities. He/She solve problems by precedent and reference detailed instructions and procedural documents, escalating issues and seeking advice when faced with complex issues and problems.
He/She coordinates own work and may coordinate work of others, check quality of work delivered by the team as part of the Quality Check & Internal Control plan, updates process documentation, participates in process forums, continuous improvement initiatives.
Key Responsibilities:
Adhere to standard processes and tools
Seek first time quality through self audit for accuracy, timeliness and completeness of work
Demonstrate ability to execute solutions for level-appropriate issues
Demonstrate continuous improvement in process and service
Comply with Accenture standards, procedures and policies, as well as regulatory requirements (e.g., regulations related to recoveries of debit balances)
Engage in issue resolution procedures and follow escalation processes
Update and maintain various systems/tools per standard process documentation which may include:
Conduct data verification
Respond to various requests for information, as needed by phone, chat or through a standard case management system or e-mail. Escalate to supervisor as appropriate
Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation
Respond to information requests by searching, summarizing research results and compiling in requested format
Participate in process improvement initiatives or special projects as assigned
Execute continuous process improvement techniques
Ensure internal/external client satisfaction
Deliver client satisfaction through accurate delivery and demonstration of ownership
Perform quality reviews and provide feedback to peers
May serve as technical and functional resource to other team members
May support in the training/education of new and/or more junior team members on operation procedures & policies
Qualifications
Between 2-5 years of working experience in relevant field
Diploma holders
Problem Solving & Escalation Management
Data Quality
Customer Interaction Handling
Metrics & Reporting
Other skills and qualifications
Organization skills, attention to detail and follow through to resolve any outstanding issues
Good analytical skills
Proactiveness
Time management and administrative skills
Written and verbal communication skills; manages internal communications and external/client communications with assistance.
Discretion, professionalism, confidentiality and judgment.
Computer literacy and working knowledge of Microsoft Office
Ability to operate office equipment (e.g. fax, photocopier, and phone)
Fluent or Upper Intermediate English
Team player with interpersonal skills
Ebene
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.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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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.
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