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Customer Service Senior Analyst

Customer Service Senior Analyst

Accenture

5 - 8 years

3 - 7 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

compliance employee relations communicate customer service sla service level agreement automation servicenow operations recruitment teamwork background verification onboarding language translation

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Skill required: Language Translation - Customer Service
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:Portuguese - Expert
What would you do?
As a Recruiting Operations Senior Analyst, you will be responsible for handling the background check (BGC) verification process for candidates throughout LATAM. This involves overseeing relationships with external vendors and ensuring all procedures align with global recruitment standards. The position requires full process ownership, strong stakeholder engagement, and a commitment to continuous improvement and automation. You'll collaborate with vendors and coordinate all aspects of background verification, ensuring accuracy and compliance at every step. Exceptional attention to detail, operational excellence, and teamwork skills are essential, especially when supporting high-volume hiring"”always with a focus on maintaining the highest levels of quality and integrity.
What are we looking for?

Problem-solving skills

Ability to establish strong client relationship

Prioritization of workload

Written and verbal communication

Ability to meet deadlinesMicrosoft Office SuiteProficient in Portuguese
Roles and Responsibilities:

Oversee and enhance the background check process across LATAM to ensure it meets global standards and local regulations.

Serve as the primary contact for escalations, exception handling.

Coach team members and monitor service level agreement (SLA) compliance.

Manage workflows via platforms such as Workday and ServiceNow.

Ensure background checks are adjudicated promptly and accurately, escalating exceptions to Employee Relations (ER) as necessary.

Work daily with colleagues, including Recruiting Analysts, ER, hiring managers, and external vendors to resolve issues and assist with onboarding.

Conduct screenings such employment, and education verifications.

Keep thorough records and provide necessary documentation to ER and hiring managers.

Flag and escalate any concerns that might affect a candidate's suitability.

Track trends in exceptions, monitor pending cases, and report outcomes of adjudications.

Clearly communicate the background check process to candidates and answer their questions.

Handle sensitive information with confidentiality and integrity.

Interact with stakeholders and/or management as needed.

Please note this role requires working from 5:30pm to 2:30am IST.
Qualification Any Graduation

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Customer Service Senior Analyst