수평: Entry level
직업 종류: Full-time
작업 내용
Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
Job Description
A professional at this position level within Accenture has the following responsibilities:
Complete quality audits of agent transactions each month per agreed schedule.
Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.
Create and complete Quality Assurance reports and distribute to stakeholders.
Analyze quality results and provide training, process, and quality improvement recommendations.
Participate in internal and external client meetings re: quality processes, the quality form, or quality improvement initiatives.
Participate in and/or manage monthly calibration sessions with internal stakeholders and/or the client.
Improve agent performance through the completion of side by side coaching.
Maintain all quality assurance metrics.
Fulfill other quality & coaching assignments as needed.
Basic Qualifications
Candidates must have proven experience with agent development and coaching
Preferred Qualifications
Quality Assurance and or Performance Coaching experience.
Demonstrated ability to innovate
Strong analytical skills that demonstrate sound judgment.
Excellent decision-making ability and problem solving skills.
Ability to work creatively and analytically in a problem-solving environment.
Strong attention to detail.
Strong understanding of SLA’s performance targets.
Able to work under pressure to ensure that strict timelines and deadlines are achieved.
Strong understanding of human behaviour and skilled in providing constructive feedback.
High quality communication skills, both oral and written.
Able to work independently with minimal supervision.
High level of professionalism.
Proven customer contact skills and experience.
Self-manager.
Ability to multitask effectively.
Excellent interpersonal skills and ability to function within a team.
Eager to contribute in a team-oriented environment.
Passionate about process, quality people.
Believes in the benefits of standard processes, consistent measurement, performance feedback and coaching.
Uses Knowledge Tools and a sensible business approach to confidently make decisions.
Professional Skill Requirements
Demonstrated leadership in professional setting; either military or civilian
Demonstrated teamwork and collaboration in a professional setting; either military or civilian
마감 시간: 21-06-2024