Service Desk Quality Analyst | Cebu

Ready to join Accenture’s team of empowered people? We’re looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we’d love to hear from you!

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Company Description

Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded

our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.

Role Description:

The Service Desk Quality Analyst monitors the interactions of the SD (Service Desk) agents, identifies areas for improvement and communicates them to the leads and agents.

Responsibilities:

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 plansParticipate in Service Desk continuous improvement initiatives.Develop Quality Assurance modules (QA Kits) for identified opportunities.Facilitate problem-solving (RCA) sessions with Leads

Qualifications:

At least 2-3 years' relevant work experienceHas good interpersonal and people skillsCan think out of the boxKnowledge in MS Office

Nice to Have:

Technical Knowledge

What we offer:

Health Insurance (HMO) & Life Insurance coverage from day 1 of employmentExpanded maternity leave up to 120 days*Expanded paternity leave up to 30 days*Employee Stock Purchase PlanLoyalty and Christmas GiftInclusion and Diversity BenefitsNight DifferentialAllowancesCar and Housing PlanCompany-sponsored trainings, upskilling, and certificationFlexible Working ArrangementsHealthy and Encouraging Work Environment

TERMS AND CONDITIONS

The company provides an equal opportunity employment and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Additional Information:

 The following documents will be asked as part of the pre-hiring requirements prior onboarding. We recommend to prepare the requirements early to ensure on time onboarding. Detailed discussion will take place during onboarding process as well as changes on the requirements as needed.

Transcript of Records (TOR)Diploma (for graduates only) and/or Certificate of GraduationCertificate of Employment (COE) and/or SSS Employment HistoryGovernment documents:SSS ID and/or SSS Verification FormSSS Statement of Account (SOA)SSS Certificate of ContributionPag-IBIG Member’s Data Record (MDR)Philhealth ID and/or Philhealth Member Data Record (MDR)TIN ID and/or Processed BIR Form 1905 or any BIR documents reflecting your TIN and with BIR StampedNSO Birth Certificate