Trust & Safety SME Analyst (English Speaking)

Written by the T&S Network from Accenture's posting.

Works on DRO-related queries and case handling in a service delivery setting, with quality risk review of cases against SLA targets. The role sits in a team that resolves complex DRO workflow issues and improves the process itself, supporting agents and team leads.

What you'd do

• Help identify solutions to more complex DRO-related queries
• Carry out quality risk review of cases while meeting SLA targets
• Assist users through DRO process workflows
• Spot gaps in the workflow, propose fixes and put approved changes into practice
• Pass relevant information to agents and team leads on a timely basis
• Hand up problems or complicated delivery items to leads when needed
• Mentor new and junior agents on best practices

What it asks for

• Fluent English in reading, writing and speaking
• Bachelor's degree
• Able to work night shift, five days a week
• Strong time management and ability to manage workload and targets independently
• Familiarity with MS Office and managing multiple tools and browsers at once
• Experience in a service delivery environment (preferred)

Worth knowing

• Night shift, five days a week

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Accenturenorth_east before you apply. If we got something wrong, report this listing.