Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.
 
This role utilizes call center and quality management expertise to deliver performance optimization and continuous improvement to clients while assessing and mitigating risks that could impact the internal teams.  This role will utilize a broad set of analytical tools and management techniques to improve quality for client business functions.  The right candidate will be creative and resourceful and will utilize traditional and out of the box solutions to achieve superior business outcomes by leveraging transformation methodologies and assets. The candidate should have deep experience and a solid understanding of call center operations, customer service and project management.
 
Key Responsibilities
  • Deliver high performance through continuous improvement
  • Develop and operate quality management systems that drive client quality excellence and business performance
  • Deliver high performance through performance optimization
  • Manage process improvement efforts, using quality methodologies and principles
  • Support the development and implementation of a formal management review of Key Performance Operating results, and train and coach all functional areas on measurement principles
  • Provide support input to weekly and or monthly Key Performance Indicator KPI reports and review meetings
  • Assist organization in the creation, monitoring, measurement and analysis of standardized processes
  • Deliver high performance through quality and risk management
  • Identify and assess enterprise risks that could impact affect the company and develop an integrated approach to actively managing these risks
  • Analyze designated performance measures and reports to verify that work is consistently and effectively performed according to established procedures and guidelines
  • Facilitate process improvement and assist business owners in improving existing process performance through analysis, experience and employee input in a project environment
  • Document key recommendations in the project coaching and action plan
  • Recommend and help implement strategies and actions to mitigate risks and solve issues
Role Requirements:
  • Role is 100% virtual
  • Must be willing to work a shift between 8AM and 8PM local time
  • Must be willing to work one weekend day; either Saturday or Sunday and will be off one weekday every week


Qualifications

Basic Qualifications:
  • Minimum of 3 years’ quality management experience in a call center environment
Preferred Qualifications:
  • Previous QA experience working in call centers of 50+ agents
  • Experience with Accenture Standard Quality Framework (SQF)
  • Experience with Workforce Management (WFM) and WFM Tools (e.g. IEX/NICE, Blue Pumpkin, Genesys)
  • Experience with telephony systems (AWS Connect, ZenDesk, Cisco, etc.)
  • Experience with CRM tools (Salesforce, ServiceNow, MSNow, etc.)
  • Business Process Outsourcing experience
  • Lean Six Sigma experience
  • Operational Excellence experience
  • Cross industry and functional operations experience
  • Strong PPT and Excel pivot tables, statistical analysis with Excel functions, data mining and process mapping
  • Demonstrated teamwork and collaboration in a professional setting
  • Understanding of transformation, training and operational excellence methodologies 
  • Metrics & Reporting
  • Analysis and solving of moderate to complex problems
  • Provide next generation recommendations for process improvements to drive efficiency and cost savings
Professional Skill Requirements:
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication (written and oral) and interpersonal skills
  • Ability to work independently, prioritize and meet deadlines
  • Ability to manage diverse teams to maximize performance and accomplish business outcomes
  • Delegate work activities and maintain team motivation and engagement
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture. 
 
Equal Employment Opportunity Statement
 
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.
 
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.
 
Accenture is committed to providing veteran employment opportunities to our service men and women.
 
 
Requesting An Accommodation
 
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
 
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
 
Other Employment Statements
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
 
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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