15 days old

Subject Matter Expert - Arabic

Austin, TX 78703
Accenture Flex offers you the flexibility of short-term, project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNEs 100 Best Companies to Work For and DiversityIncs Top 50 Companies for Diversity lists. As an Accenture Flex employee, youll apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, youll work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges. Youll receive competitive rewards and access to benefits programs and world-class learning resources. Help improve the quality and safety of online content, while gaining hands-on job experience.

As a Subject Matter Expert (SME) you will work as a team member alongside with the Trainers, Quality Analysts, and Team Leads to deliver 1:1 feedback for agent performance improvement, answer processing questions from agents that range from simple to very complex scenarios, assist Quality Analysts to perform ad hoc/short-term quality-related tasks, work with trainers to improve knowledge transfer, and assist Team Leads with delegated administrative tasks.
The SME has very strong knowledge of the process and is able to work at a higher level of expertise in working the queues. It is important that the SME is well-organized and has good leadership skills to ensure agents are working efficiently. SMEs are expected to follow proper communication channels in escalating identified risks and/or issues and work with the team to develop risk mitigation/issue resolution plans to ensure the success of the team. SMEs are expected to perform tasks assigned to them by the Team Leads, which includes working queues of varying degrees of complexity as
well as reports or other administrative tasks.
Day-to-day responsibilities may include, but are not limited to:

Demonstrate excellent understanding of policies and processes
Deliver 1:1 quality-related feedback to agents; conduct root cause analysis and develop action plans
Effectively assist agents in answering processing questions with varying degrees of complexity, filter questions
before consulting with Quality Leads and/or client counterparts
Identify and communicate operational risks/issues, work with other team members to develop and execute action
plans
Identify opportunities to reduce operational inefficiencies
Process volumes in the queue following defined processes or as assigned by the Team Lead
Assist Quality Analysts in ad hoc/short-term quality-related tasks (as assigned by the Team Lead)
Work in the shift schedule defined by management
Successful completion of workflow training and production ramp, preferably with relevant production experience of
at least 6 months
Proven process expertise based on historical satisfactory quality scores
Demonstrate the ability to effectively coach and apply policy based on client guidelines
Good leadership and communication skills; can comfortably and confidently communicate with more senior
members of the organization and client counterparts
Ability to multitask, collaborate and work in a team environment
Excellent analytical skills and attention to detail in order to effectively perform root cause analysis formulate action
plans
Flexibility to work in changing shift schedules and duration, open to work extended shift periods



Basic Qualifications:
High School Diploma or equivalent
6 or months of experience in a professional setting
Met requirements for conversion
Ability to speak and write Arabic
Preferred Skills
Successful completion of workflow training and production ramp, preferably with relevant production experience of at least 6 months
Proven process expertise based on historical satisfactory quality scores
Demonstrate the ability to effectively coach and apply policy based on client guidelines
Good leadership and communication skills; can comfortably and confidently communicate with global counterparts, and internal/client stakeholders
Ability to multitask, collaborate and work in a team environment
Excellent analytical skills and attention to detail in order to effectively perform root cause analysis formulate action plans
Flexibility to work in changing shift schedules and duration, open to work extended shift periods
Proficiency with Google Docs, Sheets and Slides
Excellent written, verbal, organizational skills and detail-oriented approach to problem solving
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. Equal Employment Opportunity: All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.







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Posted: 2020-01-08 Expires: 2020-02-09

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Subject Matter Expert - Arabic

Accenture
Austin, TX 78703

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