Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Content Review Team Lead will manage the day to day operations of the analysts, manage reporting of volume, quality and other metrics to client and stakeholders and to assess the quality of analysts on the project.

Key responsibilities will include:
  • Meet volume and quality targets for all quality assurance audits
  • Identify and provide feedback on trends or patterns, such as error trends
  • Provide suggestions for policy, process, and workflow improvements
  • Calibrate on policy knowledge with client teams on a regular basis to ensure consistent, reliable performance
  • Identify root causes for business related issues and recommend solutions to improve overall client satisfaction 
  • Accountability for effectively handling escalations
  • Assist with monitoring and tracking incidents to ensure timely resolution

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Qualifications

Basic Qualifications

  • Minimum of 2 years of supervisory experience or Minimum of 2 years of experience as a Trainer

Preferred Qualifications

  • Minimum of 1 year of experience with pivot table, filters, v-look up, macros in MS Excel
  • Proven ability to manage team and assignments in a fast moving operation
  • Fluency in social media e.g. Facebook, Instagram, LinkedIn, etc.
  • Proficiency with Microsoft Office (advanced skills)
  • Previous experience evaluating content quality
Professional Skills
  • Ability to explain information and concepts clearly and succinctly for others to easily understand
  • Ability to read and interpret policy process maps accurately 
  • Proactive nature, with a strong work ethic and eagerness to take initiative and go the extra mile
  • Flexibility and adaptability e.g. learning new processes, policy changes
  • Ability to effectively manage time and work in a fast paced, deadline driven environment
  • Strong attention to detail and commitment to quality work
  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment  
  • Desire to work in an information systems environment 
  • Excellent leadership, communication (written and oral) and interpersonal skills

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.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and 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.

Todas as decisões de recrutamento e contratação devem ser tomadas sem levar em consideração idade, raça, credo, cor, religião, sexo, nacionalidade, ascendência, status de invalidez, condição de veterano, orientação sexual, identidade ou expressão de gênero, informação genética, estado civil, status de cidadania ou qualquer outra base protegida por leis federais, estaduais ou locais.

Os candidatos às vagas não serão obrigados a divulgar registros de condenações ou detenções, selados ou eliminados, como parte do processo de contratação. A Accenture está empenhada em fornecer oportunidades voltadas para os veteranos, nossos homens e mulheres de serviço.

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Com mais de 450.000 funcionários, em mais de 120 países, a Accenture soluciona os desafios mais difíceis dos nossos clientes, fornecendo uma ampla gama de serviços e soluções em estratégia, consultoria, tecnologia, digital e operações.

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