Customer Contact Comms Analyst - Voice

Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 784,000 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? The Customer Service Analyst QA or SME supports a large global client in Customer Operations function within a multichannel environment covering B2B and B2C interactions across voice and non-voice channels. The role combines Quality Assurance and Subject Matter Expertise responsibilities. It acts as a process expert, quality champion and operational advisor, supporting complex-case resolution, quality monitoring, compliance, coaching, knowledge management and continuous improvement in line with client contractual requirements, service-level agreements, quality standards, control frameworks and data privacy obligations. Strong Customer Operations domain knowledge across supported products, processes, systems and customer journeys. Proven experience performing quality audits, interaction evaluations, calibrations and process reviews in a managed services environment. Ability to resolve complex, escalated, ambiguous or exception-driven customer cases within defined authority levels.
What are we looking for? • Strong understanding of SLA, KPI, QA, compliance, customer-experience and operational-control frameworks. • Experience conducting root-cause analysis and converting findings into practical corrective and preventive actions. • Ability to identify recurring defects, process gaps, knowledge gaps, data issues and operational risks. • Working knowledge of CRM systems, case-management platforms, ticketing tools, QA applications and knowledge repositories. • Strong analytical capability, attention to detail, evidence-based assessment and objective judgement. • Fluent written and verbal English suitable for customer interaction, case handling and documentation. • English capability sufficient for internal communication, training and quality discussions. • Language requirements are aligned to the supported customer market and client contract.
Roles and Responsibilities: • Act as the subject matter expert for assigned products, processes, systems, policies and customer journeys. • Conduct quality audits and evaluations of customer interactions across calls, email, chat, web tickets and social media using approved QA scorecards, standards and sampling models. • Assess adherence to SOPs, work instructions, scripts, customer requirements, regulatory obligations, data-protection controls and quality standards. • Provide real-time guidance and resolution support for complex, escalated, ambiguous or exception-based customer enquiries across supported channels. • Support Customer Service Advisors and Team Leaders with process interpretation, case resolution and decision guidance to improve first-contact resolution and reduce repeat contacts. • Identify quality defects, process deviations, recurring issues, knowledge gaps, data inconsistencies and operational risks, documenting findings with clear evidence and rationale. • Conduct root-cause analysis for quality defects, complaints, escalations and recurring service issues and recommend corrective and preventive actions. • Deliver timely, structured and actionable feedback to advisors, SMEs and operational leaders to improve quality, compliance and customer outcomes. • Handle customer escalations and periodically manage live cases across multiple support channels to maintain hands-on operational knowledge, process expertise, and customer context. • Support quality calibrations with Operations, Training, Quality and Leadership teams to maintain consistent interpretation and application of standards. • Validate process deviations and non-standard scenarios within approved authority levels and escalate matters outside the defined scope.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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