Job Description

Skill required:

Employee Services - Contact Centre - Contact Center Quality Monitoring

Designation:

HR Service Delivery 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?

Workday & Workday Enhancement You will be a part of the Human Resources Shared Services (HRSS) team that supports lateral recruitment of AccentureaEUR(TM)s Operations entity and will be responsible for building the strategy towards fulfilment of demands and exercising thought leadership in improving the overall delivery efficiency of HRSS services to its clients. This team is accountable for delivery of talent across regions in partnership with regional recruitment teams. Evaluate contact center agent interactions leveraging speech analytic capabilities or and call recordings to evaluate key compliance adherence and identify coaching opportunities.Design and implement quality monitoring tools to extract, process and analyze information gathered through data mining, call flow events, customer surveys, agent screen activities and analyses of customer interactions, with the objective of improving business operations, customer loyalty and agent retention.

What are we looking for?

oWorkday oWorkday Recruiting oAbility to establish strong client relationship oAbility to manage multiple stakeholders oAbility to meet deadlines oCollaboration and interpersonal skills oWritten and verbal communication

Roles and Responsibilities:

oIn this role you are required to do analysis and solving of increasingly complex problems o Your day to day interactions are with peers within Accenture o You are likely to have some interaction with clients and/or Accenture management o You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments o Decisions that are made by you impact your own work and may impact the work of others o In this role you would be an individual contributor and/or oversee a small work effort and/or team o Please note that this role may require you to work in rotational shifts




Any Graduation