Skill required:
Next Generation Customer Operations - Service Desk Non-Voice Support
Designation:
Business Advisory Senior Analyst
Qualifications:
Any Graduation
Years of Experience:
5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do?
We are looking for a process-driven and problem solving individual to ensure operational excellence across all service lines, including customer support, escalation handling, project support, and program maintenance. Their primary role is to ensure that project deliverables are accurate, meet the thresholds of the pre-defined SOPS, and align with business needs They must do this by providing expert insight during project planning and execution, helping to define requirements, and identifying potential risks. SMEs are also responsible for reviewing deliverables for accuracy and compliance, assisting with testing, and troubleshooting complex problems that arise within the workflows. They will be responsible for facilitating communication between different teams, and often contributing to training materials (for upskilling and cross-skilling) and knowledge transfer to ensure the success and long-term viability of the workflows
What are we looking for?
? High attention to detail and commitment to accuracy ? Strong analytical skills and the ability to identify root causes of lapses ? Objective decision-making and the confidence to flag process gaps ? Good written and verbal communication for reporting and stakeholder feedback ? Prior experience in team handling or people based roles along with a good grasp of domain knowledge ? Familiarity with standard practices, error tracking, process compliance and team management Email etiquette Account review & risk flagging Case management system knowledge English language competency Shareholder communications Documentation and Justification
Roles and Responsibilities:
- In this role you are required to do analysis and solving of increasingly complex problems
- Your day to day interactions are with peers within Accenture
- You are likely to have some interaction with clients and/or Accenture management
- You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
- Decisions that are made by you impact your own work and may impact the work of others
- In this role you would be an individual contributor and/or oversee a small work effort and/or team
- Please note that this role may require you to work in rotational shifts
- ? Roles and responsibilities ? Monitor and audit workflows, maintain delivery benchmarks across all deliverables. ? Evaluate team actions to align with established operational guidelines and operational standards. ? Critically review and support documentation for completeness, accuracy, and adherence to SOP. ? Help the team be consistent, compliant and on track in the handling of cases, requests, or reviews. ? Guide and support teams in accurately interpreting and applying nuanced SOPs to challenging cases. ? Reporting & Insights ? Generate regular quality performance reports that provide actionable insights and recommendations. ? Monitor and track key performance indicators such as error rates, compliance scores, corrective actions, and re-audit rates. ? Collaborate with operational leads to develop and implement effective quality improvement plans. ? Identify patterns and root causes of failures within the workflows, recommending preventative actions, and developing Corrective and Preventive Action (CAPA) plans. Lead or contribute to Root Cause Analysis (RCA) and define RACI (Responsible, Accountable, Consulted, Informed) matrices for improvement initiatives. ? Training & Feedback Loop ? Communicate quality trends and insights from error analysis to relevant teams to foster awareness and drive continuous learning. ? Contribute to refresher training programs and onboarding materials by incorporating feedback and data from recurring quality issues. ? Facilitate and participate in calibration sessions to ensure consistency in the application of quality standards across all reviewers., Any Graduation
