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Quality Assurance Senior Analyst

Quality Assurance Senior Analyst

Accenture

5 - 8 years

4 - 9 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

quality check mis reporting forecasting rostering blue pumpkin avaya cms workforce management operations audit assurance real time analysis capacity planning vba ewfm quality assurance mis advanced excel aspect avaya rta wfm customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
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?

Effectively communicate observations to the Field Operations team, Vendor Managers (both Internal and Client side) and Senior Management to ensure time critical resolution/action

Work closely with the Scheduling & Forecasting team

Identify, develop, and implement processes and procedures to support CLIENT business strategy and maximize the customer experience

What are we looking for?

Workforce application familiarity

Communication skills

Analytical and reasoning techniques

Knowledge of WFM software (e.g. IEX, eWFM)

Strong WFM basics

Roles and Responsibilities:

Work with business community to identify operational impacts of call routing changes

Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis

Make/propose improvements to work products, services or processes

Establish or expand relationships with key individuals

Improve team productivity

Deliver client satisfaction through accurate delivery and demonstration of ownership

Provide Training and guidance to Scheduling TL’s

Specific duties include staff management, providing forecasts to Client and third party/out-sourced call centers, working with call center staff to create and modify staff scheduling and providing call allocation forecasts to call center control operations

Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness

Innovate and devise scheduling templates, work patterns, business rules, break/offline activities management to enhance the accuracy of scheduling and achievement of business goals
Qualification Any Graduation

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Quality Assurance Senior Analyst