JOB DESCRIPTION:
Dear Candidate,
Greetings from Accenture!!!
We are looking for smart individuals who are keen on making a great career in the field of Quality Analyst role.
We have been consistently rated as a top employer by our employees. We provide a great working environment
and opportunity to work with the brightest people in the Technical Support Industry & with our top clients.
Inviting you for an exciting career with Accenture Operations for Quality Analyst Role. Exp in auditing call emails and chat is mandatory
OBJECTIVE/PURPOSE:
The objective of this position is to ensure Quality Audits are done and provide TNI to enable the teams to meet the given customer/client service targets and build/enhance product an communication skills
ROLES INCLUDED:
Quality Audit
Trainer
Coach
Knowledge management
Understand Quality Principles
Training Need Identification
ACCOUNTABILITIES **:
QA Audits per the process defined
Documentation and maintaining QR log files on individual level
Feedback/Refresher sessions
Overall in-depth Analysis
QA’ing all DSAT and 10% of CSAT’s
DSAT Analysis
Share learning from DSATs and Quality Results
Develop self, and maintain knowledge in relevant field at all times.
JOB REQUIREMENTS AND QUALIFICATIONS:
Education Graduation from an accredited college or university; or a level of education that, together with experience and training, enables the applicant to demonstrate the required knowledge and experience
Two or more years of Professional and Relevant Experience
Experience on DBM/ DS tool and gcases for 4-6 months
Must have good Communication Skills
Must have Good Product and Process Knowledge
Must have good analytical and judgmental skills
SKILLS REQUIRED:
Extensive Quality experience Audits, Coaching & training
Excellent Communication skills Verbal & Non Verbal
Expert on Microsoft Excel
Presentation Skills
Computer/ MS Office skills
Trend analysis and reporting
People Management skills
Critical problem solving and issue resolution
Ability to multi-task
Behaviors key to the success of this position are:
Continuous improvement focus result oriented
Motivation
Ability to Plan and Prioritize
Confidence
Analytical thinking
Positive outlook
Creative and innovative approach
Adaptability
Relationship Partnering
Composure
CONTACTS:
The Quality Analyst will interact with the following people:
Dy. Manager / CD Manager/ Leadership
Operations Team Leads / Managers
HR team
Analyst
KEY PERFORMANCE INDICATORS:
Key Quality Metrics QA scores, product knowledge
Adherence to timelines Change controls
C-SAT Involvement in Floor / Batch engagement Activities
Improvement in other critical operations metrics as defined from time to time
Process Improvement initiatives
Quality Effectiveness Difference between Pre & Post QA Scores.
Interested Candidates may walk-in as per details shared below.
Date & Time: 20TH Jan 2016 (Friday)
Time: 10:00 AM to 3:00 PM
POC: Shruti Sushilendra
VENUE- ACCENTURE, Mantri Cosmos, ISB Road, Financial District, Hyderabad – 500032
Landmark: Opposite ICICI Bank, Near Kapil Towers
Must carry – Printed copy of this email
Job Location : Hyderabad
Please carry below sets of documents (mandatory):
1) Education (Originals + Photocopies)
2) Experience (Previous and Current Organization)
3) Photo ID Proof, Pan Card (Original and Photocopies)
4) Updated, Printed copy of resume & 1 PP size Photo
Note:
Candidates who have already attended Interview with us in last 3 months may ignore this mail
This is a generic mailer, If you are not intended recipient/not interested, Please ignore the mail
Please bring your referral / friends who would be interested for this career opportunity
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality Coach
Role: Quality Coach
Keyskills:
Quality AuditQuality AnalysisFeedbackQAProcess Improvement InitiativesIssue ResolutionContinuous ImprovementPeople Management SkillsOffice SkillsTechnical SupportFCRfirst call resolutioncall openingcall closingbarging
DESIRED PROFILE:
PG – Any Postgraduate, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required
COMPANY PROFILE:
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.
CONTACT DETAILS
Recruiter Name:SHRUTI S
Contact Company:Accenture Solutions Pvt Ltd
Telephone:Not Mentioned
Website:http://www.careers.accenture.com/India