Agent Performance – Quality and Coaching Analyst

Accenture, Multiple Locations, Canada

Accenture drives innovation to improve the way the world works and lives.

Basic Qualifications

  • Candidates must have proven experience with agent development and coaching

Preferred Qualifications

  • Quality Assurance and or Performance Coaching experience.
  • Demonstrated ability to innovate
  • Strong analytical skills that demonstrate sound judgment.
  • Excellent decision-making ability and problem solving skills.
  • Ability to work creatively and analytically in a problem-solving environment.
  • Strong attention to detail.
  • Strong understanding of SLA's performance targets.
  • Able to work under pressure to ensure that strict timelines and deadlines are achieved.
  • Strong understanding of human behaviour and skilled in providing constructive feedback.
  • High quality communication skills, both oral and written.
  • Able to work independently with minimal supervision.
  • High level of professionalism.
  • Proven customer contact skills and experience.
  • Self-manager.
  • Ability to multitask effectively.
  • Excellent interpersonal skills and ability to function within a team.
  • Eager to contribute in a team-oriented environment.
  • Passionate about process, quality people.
  • Believes in the benefits of standard processes, consistent measurement, performance feedback and coaching.
  • Uses Knowledge Tools and a sensible business approach to confidently make decisions.

Professional Skill Requirements

  • Demonstrated leadership in professional setting; either military or civilian
  • Demonstrated teamwork and collaboration in a professional setting; either military or civilian

About Accenture

Work where you’re inspired to explore your passions, where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine. And get the tools you need to keep learning and growing so you stay continually ahead of the game while making a difference in the world. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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Want to learn more about Accenture? Visit Accenture's website.