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Quality Assurance Analyst with Fluent Hebrew

Job Location: Dublin

Regional Description: Ireland

Job Number: 00624731

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- Job description

The QA team is tasked with evaluating and ensuring quality delivery of the Client Services team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA.  


Responsibilities:


Help deliver an exceptional client experience by improving the performance and quality of the Client Services team

Conduct root cause and other data analysis

Monitor the quality of the calls that the agents make

Participate as a project team member in problem prevention and continuous improvement projects

Identify improvement opportunities within the Client Services support environment

Assist in ensuring consistency in the team through the creation and/or modification support standards

Act as liaison with managers and supervisors to ensure consistent quality measurements

Keep the Service Delivery Manager informed of issues/problems while offering solutions

Provide progress reports to Service Delivery Manager on individual projects and initiatives 

Conduct QA evaluations per client requirements

Conduct call coaching sessions per client requirements

Assist in training programs, as needed (e.g. new hire training)

Execute ad-hoc requests as assigned by the Service Delivery Manager

Analyze Customer Satisfaction Survey results & recommend improvement efforts

Act as an escalation point of contact for process questions, issues and resolution

Act as Subject Matter Expert (SME) for QA evaluations

Contribute to the QA Team’s development and share knowledge within the team

Administer the QA issue repository and ensure all escalations are properly addressed


Basic Qualifications: 


BA or equivalent work experience

1+ years of experience in Quality Assurance

1+ years of work experience with computer operations processes

2+ years of work experience in a Service Desk or Call Center

2+ years customer service-related work experience

2+ years of Service Desk Operations experience

Fluent in English and Hebrew

High energy, passion, and a good sense of humour


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

Mentor and coach others

Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action

Identify barriers to effective teamwork

Be open and flexible to new ideas that may alter team goals.


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. 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.

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