Job expirat
• Conduct Quality Assurance (QA) calls and incident evaluations per client requirements using call monitoring softwares
• Conduct call coaching sessions per client requirements
• Ensure QA evaluation feedback is delivered to Technologists
• Conduct root cause and other data analysis
• Participate as project team member in problem prevention and continuous improvement projects
• Identify improvement opportunities within the Service Desk (SD) support environment
• Act as liaison with SD managers and supervisors to ensure consistent quality measurements throughout SD
• Keep the QA Team Lead informed of issues/problems while offering solutions
• Provide progress reports to QA Team Lead on individual projects and initiatives
• Administer the Quality Initiative Program (QIP) for newly hired HDS Technologists
• Conduct Health Checks for high impact transitions, as requested
• Assist in training programs, as needed (e.g., new hire training)
• Execute ad-hoc requests as assigned by the QA Manager
• Analyze Customer Satisfaction Survey results & recommend improvement efforts
• Act as escalation point of contact for process questions, issues and resolution
• Act as Subject Matter Expert (SME) for QA evaluations
• Contribute to the QA Team’s development and share knowledge within the team
• Administer the QA issue repository and ensure all escalations are properly addressed
Basic Qualifications
• experience in business analytics or any other equivalent professional area
• work experience with computer operations processes
• work experience in a Service Desk
• work experience in customer service
• experience in Service Desk Operations
• Fluent in English
• Knowledge/fluency in German/French/Spanish/Italian/ is an advantage
Preferred Qualifications
(Include other skills that would be helpful but are not a requirement of the position.)
• Ability to identify operational opportunities for improvement
• Excellent communication and interpersonal skills
• Strong organizational and administrative skills
• Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
• Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
• Communicate comfortably with Accenture management and clients.
• Escalate conflicts in a timely manner to appropriate personnel
• Mentor and coach others
• Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action.
• Identify barriers to effective teamwork.
• Be open and flexible to new ideas that may alter team goals.
• Act as backup for on duty supervisor / lead on duty activities for the late shift
Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
We work at the intersection of business and technology to help clients improve their performance and create sustainable value. With more than 358,000 people serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.
We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.
To find more about Accenture and how you can use and improve your skills visit our careers website http://accenture.ro/cariere and like our Facebook pages https://www.facebook.com/accentureinromania and https://www.facebook.com/Accenture.Industrial.Software.Solutions.Romania.
