Job Description

• Performs quality inspection, documents findings by following required audit process and procedures, provides trend analysis, and participates in change management discussions















• Use available call recording system and applications as needed to listen to recorded calls to ensure adherence to policies and procedures and high level of customer service, and communicating feedback to encourage and discourage certain practices















• Ensures the desired quality standards are reached by sharing the audit results on a defined frequency















• Creates error trend analysis, scorecards and proposes immediate action plans to operations















• Partnering with Continuous Improvement Program (CIP) and Training team as well as Operations Team Lead in truly addressing process, training and behavioral gaps as observed from the quality evaluation results















• Acts as point of contact for updates on compliance policies and procedures















• Comply with Accenture standards, procedures and policies and where relevant the client's policies and practices















• Participate in User Acceptance Testing (UAT) of new systems and tools















• Participate in project delivery of significant process and system changes, new process and system implementations as well as transformation initiatives to ensure adoption across the organization
















Qualifications

Basic Qualification: • Bachelor’s degree or relevant work experience • Minimum 3 years of experience in any of or combination of Quality Assurance, Continuous Improvement, Training, Escalations or senior agent in Contact Center or any related industry/field focusing on customer service • Intermediate level Microsoft Office skills (Excel, Word and PowerPoint) • Technical Skills: • Oracle ERP experience, Salesforce.com experience a plus • Credit Services and Order-to-Cash experience is a plus or related Finance & Accounting environment • Experience in using call recording and monitoring software is a plus (i.e. Genesys, Atmos CallCabinet etc.) • Experience in using data analytics systems and applications is a plus (i.e. PowerBI) • Training experience is a plus Professional Skill Requirements: • Yellow Belt/Green Belt Six Sigma certification is a plus • Excellent verbal/written interpersonal communications and organizational skills • Innovative mindset • Drive for continuous improvement • Ability to collaborate with geographically dispersed teams and work in a virtual environment • Agile, and has the ability to adapt well to change and shift priorities as needed • Ability to perform detailed work with a high level of accuracy and attention to detail

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.

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