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Service Desk Quality Management

multiple locations +view all Job No. r00150259
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Job Description

Capability Team: Work includes evaluation of verbal and non-verbal transactions of SD clients by conducting audits, submission of reports, engaging in continuous improvement and governance activities. The client values accuracy, efficiency and improvements Our team values commitment, dedication and flexibility. Our teams vision is the be the go-to team for training, quality and process intervention and improvement efforts ​

  • Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running.
  • Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Qualifications

Responsibilities:

  • Ensure standards of user transactions and tickets are maintained Interaction Audits Ticket Life Cycle Audits Voice of the Customer Analysis Employ strategic and tactical approach to overall quality governance Coaching , Calibration, Dispute Management, QA Tips, Spot Checks QA Audit Forecast and Plan - Sampling Strategy Review Take Production Calls/Chat/SSP/Email QA Rewards and Recognition, PKT, QA Talk / Training
  • Continuously apply improvement measures for overall quality of delivery QA forms and Measurements Reviews Call Handling P1/P2 Process Handling Review Maturity Assessment Review Quality Improvement Plan Implementation
  • Maintain a healthy communication line with internal and external clients Business Reviews Touchpoints RCA Reports and Analysis Proactive Governance on implementation of QA Framework Ensure transformation of quality practices based on QA Maturity Level Tool Conduct cluster business reviews Increase Team Engagement Frequent and regular one-on-one meaningful conversations with direct reports Conduct regular team meetings
  • Give frequent feedback, recognition and awards Provide opportunities for career growth Enforce cross-skilling and upskilling activities for QA Analysts Actively Manage completion of ELECTIVE training Encourage a learn and teach approach for all team members
  • Employ strategies to build and invigorate client relationships Conduct Regular touchpoints with Operations Leads and Managers Provide ad-hoc services

Locations

Cebu, Mandaluyong City, Muntinlupa, Quezon, Taguig

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.

 

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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