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Quality Assurance Specialist Optimization

Job Location: Dublin

Regional Description: Ireland

Job Number: 00594730

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- Job description

 

 

Job Title                             Quality Assurance Specialist – Optimization

Department                      Services - Business Process Outsourcing (BPO)
Location                             Client Site, Dublin 18

Scope

 
Accenture is operating a global Digital Customer Marketing Centre of Excellence for a global Fortune 100 technology company. The Customer Marketing Centre of Excellence is responsible for the production, execution and implementations of highly-personalized digital direct marketing campaigns, including the development of campaign lists, personalized HTML emails and landing pages, campaign deployment, post-campaign reporting and premium account implementation services.
 
Position Description / Responsibilities: 
 
The QA Specialist is tasked with evaluating and ensuring quality delivery of the Optimization Team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by the QA team.  Main responsibilities include:
 
  • Analyze campaign implementations to ensure work is carried out in accordance with performance targets and quality for the team
  • Identify improvement opportunities within the Quality processes
  • Conduct root cause and other data analysis
  • Act as liaison with managers and supervisors to ensure consistent quality measurements
  • Execute ad-hoc quality requests as assigned by the Service Delivery Manager
  • Analyze Customer Satisfaction Survey results & recommend improvement efforts
  • Ensure process maintenance and continuous improvement
  • Provide one-to-one feedback and continuous improvement sessions to optimizing agents
  • In charge of track trending, turn-around times, handle times etc.
  • Act as Subject Matter Expert (SME) for QA evaluations
  • Contribute to the QA Team’s development and share knowledge within the team

 

 

 

Basic Qualifications
 
  • 4+ year of SEM experience managing PPC campaigns (Search Engine Optimisation; Worked on Campaign Optimization, Keywords Analysis, Keyword Research, Reporting and Analysis, and Account Audit)
  • Proven experience in developing search marketing campaigns for advertisers
  • Recommended strategies and suggestions on improving client’s campaign performance
  • Past experience of European Market on Optimization
  • Language skills
  • The ideal candidate should be fluent in English AND one other European language
 
 
Review and Coaching skills:
  • Attention to detail – identify errors in work deliverables; ensure best ‘internal quality’ of work
  • Provide day-to-day SME support to Optimizers on team
  • Coach employees on improvement areas – individual performance as well as process related
  • Data oriented – understand trends in individual and team work performance (e.g. error analysis)
  • Identify innovative ways to improve team quality
 
Preferred Qualifications
 
  • Ability to identify operational opportunities for improvement
  • Excellent communication and interpersonal skills
  • Strong organizational and administrative skills
  • Ability to operate within a team environment
  • Multi-tasking and prioritizing work across supported clients
  • Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
  • Communicate comfortably with Accenture management and clients
  • Escalate conflicts in a timely manner to appropriate personnel
  • Be open and flexible to new ideas that may alter team goals
  • Excellent organizational skills and detail oriented approach to problem solving
 
 
You have a head start, if you also have:
  • Previous SEO training/certifications
  • Managed large accounts for US/European clients
  • Respect deadlines and understand customer point of view on work product
  • Clarity of thought and Analytical thinking skills
  • Proficient on MS Excel and Powerpoint
 
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
 
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.
 

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