Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Accenture Operations helps clients achieve new value and productivity from their business processes by applying analytics, process acumen and industry expertise to the transactional data and processes we manage and operate on our clients’ behalf.
- Provide deep dive analysis on CSAT results
- Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
- Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goal
- Facilitate workshops/exercises based on quality/CSAT/metrics markdown trend
- Create and maintain quality DTP, materials, help centers
- C1 level in English. Spanish and/or Portuguese preferably, min B2 (oral and written)
- At least 2 years of working experience within Collection in multinational organization
- Must be able to work in a fast-paced, dynamic environment, under pressure, and with a high degree of professionalism delivering high quality results on time
- Ability to manage own workflow and meet deadlines while responding to frequent demands of multiple customers (internal and external)
- Experience in driving improvement in Customer Experience area
- Advanced Excel & PowerPoint skills essential
- Support for your career and competences development – learning from colleagues, courses and trainings, allowing you to boost your skills and become #BEFUTUREPROOF
- Using foreign language and new technology solutions daily, cooperating with various Clients
- CSR activities and rich social life – Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming
- Full work comfort – private medical care, life insurance, access to MyBenefit platform
