Quality Assurance Analyst
Singapore
JOB NO. R00080861
Job Description
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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 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.
Job Description
1. Propose a service quality plan which will detail the quality assurance
measures, the method of accountability, the performance indicators,
quality management oversight, contractual requirements, timeline and
ways to evaluate the effectiveness of the plan to the Authority for
endorsement before the commencement date of the Contract
2. Inculcate service quality mindset amongst the CSOs; nurture a service
culture.
3. Incorporate and conduct customer satisfaction survey for each call
received via mobile numbers (carried out via automated telephone survey
system) for customer service satisfaction audit purposes.
4. Review the survey results of the customer satisfaction survey and
implement improvement measures/plans.
5. Coach CSOs on the service quality standards (e.g.1-to-1 training).
6. Conduct monthly or ad-hoc internal audits each month to ensure
continual demonstration of the satisfactory service quality by the CSOs,
including adherence to the Public Service’s No Wrong Door policy, First
Responder Protocol, the Authority’s Service Standards and KPI Standards
7. Possess a recognized Diploma or its equivalent with at least 3 years of
experience in the contact centre industry.
8. Have certification in MS Word and MS Excel, and with good verbal and
written presentation skills.
Qualifications
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.
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.
Accenture is committed to providing veteran employment opportunities to our service men and women.
COVID-19 update: The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.
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Our more than 600,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.
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