Customer Service Quality Analyst & Team Leader

Accenture in the Philippines; Mandaluyong; On-site; PHP 391,000 - 580,000; Full time

Job summary

Accenture in the Philippines is hiring a Customer Service Analyst for our Mandaluyong location. The role focuses on delivering accurate resolutions through the helpdesk and guiding the team to meet service targets.

The analyst will manage performance metrics, handle escalations, and coach staff to achieve zero errors. The position requires at least 2 years in customer service and willingness to work a night shift in a rapid, target-driven environment.

Qualifications

• Standard customer service profile.
• 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

Job description

Accenture in the Philippines is hiring a Customer Service Analyst for our Mandaluyong location. The role focuses on delivering accurate resolutions through the helpdesk and guiding the team to meet service targets.

The analyst will manage performance metrics, handle escalations, and coach staff to achieve zero errors. The position requires at least 2 years in customer service and willingness to work a night shift in a rapid, target-driven environment.