Job Description:
Hiring for Quality Specialist!
POC: SHRUTI SUSHILENDRA
Venue: Venue: Mantri Cosmos, opp ICICI building, ISB Rd, Financial District, Nanakram Guda, Hyderabad, Telangana
Time: 10:00am to 3:00pm
Candidates must carry CV, Photo ID proof and print of this email
The Quality Specialist will be responsible for supervising the day to day operational and administrative activities, ensuring that all processes are followed / executed and that deadlines are met.
Key Responsibilities / Activities
Reviewing and prioritizing the requests placed by the clients.
Ensuring the requests are completed thoroughly and accurately within the appropriate time frame
Take an active role in meeting the Client SLA’s and OLA’s.
Track team metrics in a detailed and timely manner; proactively monitor Service Measures and escalate any potential service issues
Responsible for team members Performance Evaluation, Career Counseling and Recognition
Provide appropriate support and ensure compliance in following Accenture and client policies/practices.
Practice Operational Excellence in day to day operations within own team.
Maintain up-to-date knowledge of client policies, statutory requirements and special handling procedures.
Required to identify, assess, and resolve complex issues/problems within own area of responsibility and operating largely independently
Prioritize own activities and assist team members as needed in order to meet client deadlines and quality standards
Provide input into process improvement opportunities and may oversee defining standards for new processes and reusable processes.
Leads and sustains a positive work environment that fosters team performance through own work and behavior.
Oversees the work of others leading a small size team and provides first level advice on procedures/work methods
Demonstrates knowledge of Human Resources processes and related systems to effectively perform responsibilities
Monitors and reviews incoming requests for completeness
Participates in cross-functional training and fulfils team backup responsibilities as assigned
Researches and resolves data entry and other discrepancies
Responsible for implementation of organizational initiatives within own team.
Reads and understands all communications regarding client and Accenture HR Services processes to remain current with all job responsibilities
Ensures that all of the above responsibilities occur in accordance with the Statement of Work and Service Level Agreement with Clients Skills Requirements
Provides operational statistics and escalates operational issues as requested
Functional / Technical Skills& Knowledge
Facilitates individual status and team meetings as needed
Identifies and escalates complex issues to manager
Supports and sustains a positive work environment that fosters team performance through own work and behavior.
Makes decisions within parameters set by manager, using job/specialist experience.
Able to engage effectively with representatives (internal / external) to resolve business issues
Co-ordinate with team members to ensure the adherence to processes.
Handle and manage process & people escalations appropriately.
Collaborates with offshore / onshore to understand demand requirements for clients.
Records the feedback in the prescribed format and submit it for further processing
Ensures service measures are met in accordance with the Service Level Agreement (SLA).
Responsible for managing and delivering report.
Ensure adherence to policy and procedures of the organization
Previous Experience
5+ years of experience in Map Making Domain
3+ years of experience in handling a team of Quality Analysts, Sr Quality Analysts
Should display excellent analytical skills, Customer Service and team player skills
Client interaction and management skills mandatory
Excellent spoken/written English
Excellent in MS Office Excel, PPT
Added advantage if expertise in Google Sheets, Google Docs etc.
Excellent presentation skills Graphical representation, different data cuts etc.
Key Result Areas:
Collaborates with client almost on a daily basis to ensure delivery of services.
Ensures service measures are met in accordance with the Service Level Agreement (SLA).
Provide performance feedback and career guidance to all team members.
Handle and manage process & people escalations appropriately.
Reviews queue management and ensures all requests are completed.
Suggests process improvements and helps team implement their ideas.
Acts as the SME for the process and aligns work instructions as per global procedures.
Ensure adherence to policy and procedures of the organization
Improving Quality process with the standard industry benchmark
Responsibilities/Authorities (Briefly describe the main tasks, responsibilities/authorities, of the job.)
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Quality
Role:Team Leader-Quality Assurance/Quality Control
Keyskills:
Training Policies Screening Performance Evaluation Service Level Continuous Improvement Process Improvement quality analyst QA map making ms office excel PPT map
Desired Candidate Profile:
Education-
UG: Any Graduate – Any Specialization
PG:Any Postgraduate, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
Please refer to the Job description above
Company Profile:
Accenture Services Private Limited
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 373,000 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.
Recruiter Name:Shruti Sushilendra
Contact Company:Accenture Services Private Limited
Website:http://www.careers.accenture.com/India