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Subject Matter Expert (Tamil and Malay)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00590407

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Overview
Career Level                             11
Mandatory Skills Required         Must be able to Read, Speak and Write in Tamil, Bahasa Malaysia and English
Location                                    Selangor Region.
Reports to                                 Team Lead
 
Overall Purpose
The responsibility of the SME is to review Online Content and as part of the team in meeting site metrics and goals with a team of up to 20 team members performing Data Moderation.
 
Responsible for Quality Scoring.
 
The SME will also be requested to provide periodic coaching session, performance evaluations of by your Team Managers.
 
Responsibilities:
  • Onsite consultation, coaching and being mentor to new hire representatives.
  • Answer any questions on the floor for 70% of their time.
  • Spend 30% of the time on cases everyday.
  • Stay updated with all process and policies.
  • Maintain documentation of FAQs on the floor and work closely with ‘Client employees’ to clarify any policies if needed.
  • Escalate any problems or concerns on the floor regarding process and policy to ‘Client employees’.
  • Investigate and resolve issues that are reported to client such as requests for account support and reports of potentially abusive content.
  • Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.
Criteria
  • For internal applicant, Employee is expected to be in current position for a minimum of 12 months within project / minimum of 18 months within KLDC before applying to a new position.
  • Graduate to 1 year of working experience is acceptable.
  • Must be able to Read, Speak and Write in Tamil, Bahasa Malaysia and English.
  • Must be willing to work on rotation night and day shift.
  • Must be flexible and able work in any project site within KLDC.
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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