Customer Service Performance & Quality Analyst

Accenture PLC; Mandaluyong; On-site; PHP 360,000 - 600,000; Full time

Job summary

Accenture PLC in Mandaluyong, Philippines, is seeking a Customer Service Analyst to support night shift operations in a return-to-office setup. The role emphasizes accuracy in helpdesk resolutions, handles calls and emails, and coordinates with supervisors to drive quality and performance improvements.

The ideal candidate has at least 2 years of customer service experience, strong communication, and the ability to manage schedules, monitor metrics, and provide floor support while maintaining

Qualifications

• At least 2 years of working experience.

Responsibilities

• Manage and inspire team results.
• Manage schedule adherence for self and team using call boards, CUIC reports, and phone monitoring.
• Partner with the Supervisor to provide performance- and quality-related counseling and coaching, when appropriate, to ensure zero escalations and errors.
• Perform root cause analysis (RCA) on service issues and complaints.
• Assist in handling customer calls when calls are in queue.
• Identify training needs for the team and individuals through monitoring, escalations, and desk reviews.
• Work with Supervisors to develop specific job aids as needs arise.
• Provide floor support.
• Report results to management.
• Maintain BE-related documents for the team.
• Manage escalation calls.
• Work on calls and emails as needed.
• Recognize and reward positive behavior and results.
• Motivate and inspire continuous improvement.

Skills

Customer service experience

Team coordination

Communication skills

Job description

Accenture PLC in Mandaluyong, Philippines, is seeking a Customer Service Analyst to support night shift operations in a return-to-office setup. The role emphasizes accuracy in helpdesk resolutions, handles calls and emails, and coordinates with supervisors to drive quality and performance improvements.

The ideal candidate has at least 2 years of customer service experience, strong communication, and the ability to manage schedules, monitor metrics, and provide floor support while maintaining