Accenture - SME- Paycom

The QA team is tasked with evaluating and ensuring quality delivery of the Client Services team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA. Our aim is to provide data driven insights to the business and the individual to drive outstanding performance, and to develop people through coaching and mentoring.

Key Responsibilities:

  • Perform quality reviews and performance reviews across multiple teams (support/sales) and channels (email/chat/phone)
  • Identify improvement opportunities within the Client Services support environment
  • Coach individuals on a weekly basis
  • Sync with TLs multiple times per week (as required) to share insights, identify focus areas, and agree on actions
  • Conduct root cause and data analysis on QA results in conjunction with other key support and sales metrics
  • Deliver QA-related training and feedback to new joiners
  • Act as internal POC for agents of your team, available for questions around products, processes, best practices
  • Execute ad-hoc requests as assigned by your TL
  • Analyze Customer Satisfaction Survey results & recommend improvement efforts
  • Ensure process maintenance and continuous improvement
  • Maintain QA checklists and ongoing calibration
  • Act as Subject Matter Expert (SME) for QA evaluations
  • Contribute to the QA Team’s development and share knowledge within the team
  • Keep management team informed of issues/problems while offering solutions
  • Provide on-boarding and upskill training, as required
  • Identify, analyse and present process improvement proposals to leadership.

Qualifications

Basic Qualifications

  • BA or equivalent work experience
  • 1+ years of work experience with computer operations processes
  • 2+ years of work experience in a Service Desk or Call Center
  • 2+ years customer service-related work experience
  • 2+ years of Service Desk Operations experience
  • Fluent in English
  • High energy, passion, and a good sense of humour

Preferred Qualifications

  • 3 years’ experience in finance.
  • Superior analytical and investigative skills combined with the ability to navigate through ambiguity in a fast-paced, dynamic environment
  • ACAMS certified
  • Familiarity and passion for Social Media
  • Willingness to teach new processes
  • Willingness to work with sensitive, adult, and controversial content
  • Experience in training, mentoring, or teaching
  • Results & detail-oriented
  • Strong communication/organizational skills
  • Demonstrated leadership in professional setting; either military or civilian
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian
  • Strong Microsoft Office, internet, and computer skills.
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