Job Description

Accenture Flex offers you the flexibility of short-term, project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and DiversityInc’s Top 50 Companies for Diversity lists.
 
As an Accenture Flex employee, you’ll apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you’ll work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You’ll receive competitive rewards and access to benefits programs and world-class learning resources. Help improve the quality and safety of online content, while gaining hands-on job experience.

 

Description


As a Subject Matter Expert you will work as a team member alongside with the Trainers, Quality Analysts, and Team Leads to deliver 1:1 feedback for agent performance improvement, answer processing questions from agents that range from simple to very complex scenarios, assist Quality Analysts to perform ad hoc/short-term quality-related tasks, work with Trainers to improve knowledge transfer, and assist Team Leads with delegated administrative tasks. The Subject Matter Expert has very strong knowledge of the process and is able to work at a higher level of expertise in working the queues. It is important that the SME is well-organized and has good leadership skills to ensure agents are working efficiently. Subject Matter Experts are expected to follow proper communication channels in escalating identified risks and/or issues and work with the team to develop risk mitigation/issue resolution plans to ensure the success of the team. Subject Matter Experts are expected to perform tasks assigned to them by the Team Leads, which includes working queues of varying degrees of complexity as well as reports or other administrative tasks.


Day-to-day responsibilities may include, but are not limited to:


● Demonstrate excellent understanding of policies and processes

● Deliver 1:1 quality-related feedback to agents; conduct root cause analysis and develop action plans

● Effectively assist agents in answering processing questions with varying degrees of complexity, filter questions

before consulting with Quality Leads and/or client counterparts

● Identify and communicate operational risks/issues, work with other team members to develop and execute action

plans

● Identify opportunities to reduce operational inefficiencies

● Process volumes in the queue following defined processes or as assigned by the Team Lead

● Assist Quality Analysts in ad hoc/short-term quality-related tasks (as assigned by the Team Lead)

● Work in the shift schedule defined by management


As an Accenture employee, you will receive competitive rewards, access to benefits programs (weCare) and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations.

 



Qualifications

Basic Qualifications


•  High School Diploma or equivalent

•  Minimum 6 months of experience in a professional or military setting

•  Minimum 6 months of experience with software for office productivity, including Microsoft Outlook


Preferred Skills / Experience


•  Active Social Media presence

•  Strong problem-solving and troubleshooting skills

•  Experience with confidential information collection and management

Professional Skills

•  Excellent communication (verbal and written), facilitation, and interpersonal skills

•  Passion for ensuring a world class user support experience

•  Quick learner and adaptable to learn new processes, concepts, and skills

•  Excellent organizational and time management skills

•  Strong attention to detail, results-oriented, self-directed, and inquisitive

•  Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities

•  Ability to remain neutral and review work as defined by policies and procedures and keeping personal bias aside.


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.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.


Equal Employment Opportunity

•  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 employ



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