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
- Full timeFULL_TIME
Expired a year ago
2022-12-09T16:00:00+00:00Job closed.
Job Description
- 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
Minimum Qualifications
- At least 2-3 years' relevant work experience
- Has good interpersonal and people skills
- Can think out of the box
- Knowledge in MS Office
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- GF Cybergate 1 Tower Pioneer, Mandaluyong City
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About 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.