Service Desk Quality Analyst
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Đã hết hạn a year ago
2022-12-09T16:00:00+00:00Công việc đã đóng.
Miêu Tả Về Công Việc
- Regularly monitor and meet requirements for agent interactions (calls/chat/incident).
- Identify agents' opportunities for improvement based on quality monitoring.
- Develop action plans to address agents' areas for improvement.
- Regularly provide feedback to the leads and agents.
- Complete periodic (daily, weekly, monthly) Quality and CSAT reports.
- Participate in calibration sessions with the Quality team, leads and supervisor.
- Inform the Quality Lead, Manager, Supervisor and leads of major errors identified in quality monitoring.
- Investigate any escalations raised by the client, user or SD Management.
- Deliver on special monitoring or evaluation requests from SD Management.
- Hold Monthly QA presentations with Operations to discuss QA and CSAT results, areas for improvement, focus agents and action plans
- Participate in Service Desk continuous improvement initiatives.
- Develop Quality Assurance modules (QA Kits) for identified opportunities.
- Facilitate problem-solving (RCA) sessions with Leads
Trình độ tối thiểu
- At least 2-3 years' relevant work experience
- Has good interpersonal and people skills
- Can think out of the box
- Knowledge in MS Office
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- IT and Software
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Always
- Địa chỉ văn phòng
- GF Cybergate 1 Tower Pioneer, Mandaluyong City
- Ngành nghề
- Information Technology / IT
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- https://www.accenture.com/ph-en
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Về Accenture Philippines
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.