Technical Support Quality Auditor
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
We are looking for a Technical Support Quality Auditor to help ensure high-quality standards across our technical support operations. In this role, you will conduct quality audits, provide coaching and training, support complex escalations, and identify opportunities for continuous improvement. You will work in a dynamic environment focused on digital advertising, technical troubleshooting, and delivering an excellent client experience
Key Responsibilities
- Coach all agents on the team on quality and policy topics
- Act as escalation path for junior agents
- Conduct quality audits of the team to ensure team is meeting quality targets
- Calibrate regularly with the client to discuss recent quality trends
- Provide refresher training to agents and onboarding training to new joiners
- Identify gaps and areas for improvement in execution processes and propose improvement solutions
- Adhere to sample expectations when reviewing tickets
- Apply learning and industry standard best practices to our quality frameworks
- Understand new material and training on new processes when changes are rolled out
- Create and present root cause analyses in case of performance misses
Preferred Qualifications
- Bachelor’s/Technical degree in progress or completed in Marketing, Advertising, STEM, or a related field, and/or equivalent relevant experience
- 2+ years working in a Digital marketing/sales organization
- 2+ years working with online advertising products and social media
- 2+ years of customer service experience
- English proficiency at a minimum CEFR C1 level.
- At least one year of experience in reading and modifying JavaScript, HTML and CSS in an advertising context
- At least one year of experience with Mobile Measurement Partners (MMPs) and 3P Tracking Methodologies
- Experience in running quality assurance for a scaled team
- Proficient in use of G Suite software (Gmail, Google Docs, Google Sheets, etc.)
- Ability to explain complex solutions in an easily digestible and engaging manner
- Experience working with both internal and external stakeholders as well as sales teams
- Deep industry knowledge of attribution modeling for mobile app install advertising and 3P tracking
Professional Skills
- Excellent English communication skills, both written and spoken
- Strong attention to detail
- Proven good judgment in navigating and resolving sensitive situations
- Flexible and quick learner, able to adapt to continuously evolving client needs and product updates
- Used to working in a collaborative team environment
- Proficiency in reporting tools (ex: Microsoft Excel, Google Sheets)
- Ability to multitask and work under pressure and follow a defined escalation path
- Exceptional grammar and typing accuracy skills in English and potential additional language
- Ability to prioritize tasks and work independently
- Great judgment and ability to problem-solve both with peers and independently
- Excellent troubleshooting and problem-solving skills
- Proven ability to deliver training online and in-office
- Comfortable with direct client interaction
What we offer
- Health and Life Insurance
- Accenture days, 3 additional vacation days
- On site doctor
- Birthday leave
- Internet reimbursement
Heredia
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
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Join Accenture to work at the heart of change. Visit us at www.accenture.com.