Quality and Risk Shared Support Team Member

Description

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

About Entity:
Corporate Functions—including Human Resources, Finance, Legal, Marketing Communications, and Workplace Solutions- powers Accenture’s people across industries and functions to keep our business leading in the New. Join the heart and soul of Accenture, partnering with our extraordinary people to bring innovation into every organization.

Job description:
The Primary objectives of Quality and Risk Shared Support Team is to support Managing Directors (MDs) and client teams through geography-based coaching and support related to Quality and Risk policies, processes, and toolsets. Working in direct partnership with Market/Service teams and Global Quality and Risk Process owning teams.

Duties and responsibilities

• Provide local/geographic support to Managing Directors and Client/Project teams for Quality Assurance, Risk Management and Client Experience in close coordination with the Market Quality teams and Global RMQ Process Teams. The support can include all or part of the following activities:
• Coach and assist executives in the completion of their Quality and Risk actions
• Provide training, guidance, and general information regarding Accenture Quality & Risk policies, processes, and tools
• Act as the local/geographic point of contact for any question/request related to Quality matters
• Assist in maintaining accuracy and integrity of QA records.
• Review reports, perform ad-hoc analysis, and implement action plans to improve as appropriate for the area of discipline/DTE
• Act as advocate for Market Quality teams for specific geographic-related activities.

• Fulfill customer requests from multiple channels accurately and on time, in compliance with the SLA. Continuously strive to satisfy and delight customers.
• Maintain data in the designated tool(s), create reports/deliverables and perform other defined tasks in support of operations processes.
• Follow documented procedures so that services are delivered consistently and correctly. Maintain process documentation so that it is clear, complete, and up to date.
• Use service request management tools appropriately to record work activities.
• Review own work for accuracy and completeness.
• Manage own workload, prioritizing tasks to meet deadlines and quality expectations.
• Keep supervisor and teammates informed.
• Identify opportunities for process improvement and taking up initiatives.
• Take responsibility for personal skill development and career management.
• Management has the right to redefine duties and responsibilities for this role at any time
• Enhance any current process with own ideas

Qualifications
Basic Qualifications

• Graduate Tertiary Education
• 1+ year of work experience in a customer service role. Process improvement experience desirable

Preferred Skills

• Excellent oral and written communications skills in English language
• Proficiency in Microsoft applications (Word, Excel, IE, Outlook)
• Experience in using ServiceNow or similar service request management tool desirable

Additional Requirements.

• May be required to attend conference calls outside of normal working hours
• May be required to take turns working alternate shifts in rotation with other team members
• May be required skeleton staffing to support Manila team during Mandatory Holiday in India

The Primary objectives of Quality and Risk Shared Support Team is to support Managing Directors (MDs) and client teams through geography-based coaching and support related to Quality and Risk policies, processes, and toolsets. Working in direct partnership with Market/Service teams and Global Quality and Risk Process owning teams.

Duties and responsibilities

• Provide local/geographic support to Managing Directors and Client/Project teams for Quality Assurance, Risk Management and Client Experience in close coordination with the Market Quality teams and Global RMQ Process Teams. The support can include all or part of the following activities:
• Coach and assist executives in the completion of their Quality and Risk actions
• Provide training, guidance, and general information regarding Accenture Quality & Risk policies, processes, and tools
• Act as the local/geographic point of contact for any question/request related to Quality matters
• Assist in maintaining accuracy and integrity of QA records.
• Review reports, perform ad-hoc analysis, and implement action plans to improve as appropriate for the area of discipline/DTE
• Act as advocate for Market Quality teams for specific geographic-related activities.

• Fulfill customer requests from multiple channels accurately and on time, in compliance with the SLA. Continuously strive to satisfy and delight customers.
• Maintain data in the designated tool(s), create reports/deliverables and perform other defined tasks in support of operations processes.
• Follow documented procedures so that services are delivered consistently and correctly. Maintain process documentation so that it is clear, complete, and up to date.
• Use service request management tools appropriately to record work activities.
• Review own work for accuracy and completeness.
• Manage own workload, prioritizing tasks to meet deadlines and quality expectations.
• Keep supervisor and teammates informed.
• Identify opportunities for process improvement and taking up initiatives.
• Take responsibility for personal skill development and career management.
• Management has the right to redefine duties and responsibilities for this role at any time
• Enhance any current process with own ideas

Qualifications
Basic Qualifications

• Graduate Tertiary Education
• 1+ year of work experience in a customer service role. Process improvement experience desirable

Preferred Skills

• Excellent oral and written communications skills in English language
• Proficiency in Microsoft applications (Word, Excel, IE, Outlook)
• Experience in using ServiceNow or similar service request management tool desirable

Additional Requirements.

• May be required to attend conference calls outside of normal working hours
• May be required to take turns working alternate shifts in rotation with other team members
• May be required skeleton staffing to support Manila team during Mandatory Holiday in India

OUR COMMITMENT TO YOU:
You’ll benefit from our network of global communities and collaborative culture that will help you build technical and functional skills and capabilities. And because we serve more than 40 industries globally, you’ll have the opportunity to develop valuable industry-specific expertise.
o The scale of our capabilities and client engagements—and the unique way we innovate, operate and deliver value—will give you the opportunity to deepen your existing skills even as you help create the latest technology trends.
o You’ll have access to leading-edge technology.

CALL TO ACTION:
If you have a desire to help the world’s leading companies and governments, now’s the time to join the world’s largest and most diversified group of technology, business process and consulting professionals. Be part of a dynamic team of collaborative experts, and help us improve the way the world works and lives.