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Senior Quality Assurance Auditor

Job Location: Dublin

Regional Description: Ireland

Job Number: 00615790

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- Job description

Senior Quality Assurance Auditor

 

 

OVERALL PURPOSE OF JOB 

 

This position performs the validation of the quality of service in delivering of key performance metrics (including financial, satisfaction, and operational). Provides quality results and data that is used in the determination of such performance relative to contractual expectations and general performance standards as set forth by the company and client.  

Value Creator: Support development of quality assurance and training processes to enable efficient operations, by providing timely feedback to stakeholders with documented issues/concerns, assisting with any needed development to ensure deadlines are met.

Business Operator: Deploy, document and maintain data integrity through utilization of Accenture’s Operational Excellence and Information Security Management to develop optimized, high-performance code within the budgetary and/or time constraints provided.

People Developer: Support integration and training of all members by sharing knowledge where appropriate, calibration regarding documentation, processes, applications, reports, and tools.

 

 

 

 

 

Job Description:

 

Review, confirm and report compliance with process/procedure requirements, quality certifications and Accenture delivery methodology. Perform quality inspections, document findings using required audit process/procedures. Ensure quality standards are met by creating error trend analysis and scorecards and proposing immediate action plans. Act as point of contact for policy/procedure updates. When required, develop/maintain audit processes and ensure compliance with ISO and/or quality certifications.

 

 

 

Responsibilities/Authorities

 

Preparing all the necessary things needed during calibration with the clients (recordings, scores etc..)
Works with Group Leads and Unit Lead to define project scope, calibration schedule, dependencies, create and maintain work plans.
Works with clients and operations.
Monitoring 5 to 10% sample size a monthly basis.
Provides feedback to Team Leads
Encourages and implements continuous improvements measures on day to day basis within area of responsibility.

Call and Email Quality Monitoring:

·        Understand agent process requirements

·        Understand call quality expectations

·        Ensures balance and equal distribution of evaluation targets to his / her staff.

·        Conduct analytics on results to suggest process enhancements

·        Assist in the deployment of initiatives to support improvement recommendations

 

Calibration:

·        Participate in calibration sessions with peers to gauge scoring effectiveness

·        Facilitate/participate in calibration sessions with client

·        Disseminate calibration meeting results to team

 

Analytics:

·        Conduct analytics on results to suggest process enhancements

·        Assist in the deployment of initiatives to support improvement recommendations

 

General:

·     Suggest, develop and implement action plans to improve quality performance

·     Demonstrate ability to manage multiple priorities and drive projects to closure according to deadlines

·     Special projects assigned by Manager/Supervisor

·     Conducts coaching sessions, periodic performance evaluation and performs career counseling sessions to his / her staff.

 

 


 

 

 

Skill Requirements: 

 

·        Must possess strong communication skills (English), both verbal and written

·        Previous Quality Analyst experience is preferred but, not a requirement

·        Previous leadership experience is preferred but, not a requirement

·        Demonstrated effort and flexibility are also essential requirements

·        Good understanding of the Call Quality Expectation Guidelines

·        Good PC Skills including knowledge of Microsoft EXCEL, Word

·        Ability to gather, organize, and analyze information to prepare reports

·        Demonstrated discretion in interaction with a wide range of internal contacts in handling highly sensitive and confidential information

·        Knowledgeable in Both Collections and Cash Applications processes.

 

PROCESSES

 

·        Adherence to clients policies and procedures

·        Prepare QA evaluation report daily, weekly and monthly

·        Attend conference call and calibration meetings with the team leads and Client counterparts

 

 

 

Educational Qualifications


·        College Graduate (Preferably Commerce, Business Administration or Accountancy)

 

Role Specific Requirements:


·       At least 2+ years of experience in Collections and Cash Applications.

·       Good oral and written communication skills.

·       Good knowledge of accounting & computer literate.

·       Developed analytical approach and problem solver.

·       Proactive, positive minded, requiring minimal direction and guidance.

·       Comfortable under pressure and capable of handling effectively a number of conflicting priorities.

·       Demonstrate initiative, able to identify, resolve, and escalate issues.

·       Essential to be well organized and in control.

·       Good analytical skills that can recognize unusual operational trends.

 

Working Conditions

·        May be required to support customers across all Business Units

·        Occasional Overtime and On-Call may be required


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 373,000 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.

 

Disclaimer

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.

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