Inbound Sales Representative Associate at Accenture

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, Customer OperationsIndustries

Requirements

Any Graduation
1 to 3 years of experience
Minimum 1 Year of Calls/Chats handling
Proficient in using voice recording systems (e.g., NiCE or similar platforms)
Working knowledge of Microsoft Excel for data analysis and reporting
Strong analytical skills with the ability to identify trends and root causes
Experience in quality assurance or auditing within a service delivery environment (preferred)
Any experience in regulatory compliance (FCA, OFCOM) (preferred)

Responsibilities

Conduct regular quality audits using standard sampling methodologies to ensure consistent delivery aligned with client expectations
Participate in calibration sessions with Operations and Client teams to align on quality standards and expectations
Perform root cause analysis on quality issues and recommend corrective actions to improve and sustain performance
Collaborate in weekly/monthly business reviews with stakeholders to report on Quality and CSAT (Customer Satisfaction) metrics
Provide feedback and insights to operations teams to close performance gaps and prevent client escalations
Engage in discussions with onshore auditors, operations teams, and SMEs to ensure alignment with current client business rules
Analyze audit results to identify systemic issues and propose targeted action plans
Collaborate with cross-functional teams to implement and monitor improvement initiatives
Proactively audit processes and escalate gaps or errors that could lead to client dissatisfaction or escalations
Contribute to a culture of quality by sharing best practices and supporting team development
Solve routine problems, largely through precedent and referral to general guidelines
Interact within own team and direct supervisor
Follow detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
Make decisions that impact own work
Work as an individual contributor as part of a team, with a predetermined, focused scope of work

Skills

Customer Service

Quality Audits

Root Cause Analysis

CSAT

Business Reviews

Sampling Methodologies

Calibration Sessions

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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