Job Description

We are seeking a Quality Analyst that helps with driving continuous improvements to quality processes, identifying gaps, spotting trends and sharing improvement insights. The Quality Analyst will conduct quality review on content processed by sales reps and will provide feedback and coaching to reps that have error trends or have been incurring errors above the normal range.

Key Duties and Responsibilities

  • Review quality samples agreed upon by the client and Accenture
  • Perform analysis on quality trends and flag quality-related risks to the project leadership
  • Provide feedback to sales reps to follow approved guidelines, procedures, processes in a consistent way
  • Conduct root cause and other data analysis
  • Act as liaison with Managers and  Sales Managers to ensure consistent quality measurements throughout the operation
  • Be proactive and suggest improvements that drive individual and team results
  • Participate as project team member in problem prevention and continuous improvement projects
  • Provide QA progress reports to Quality Lead
  • Conduct QA evaluations per client requirements
  • Conduct coaching sessions and training refreshers as required
  • Analyze Satisfaction Survey results & recommend improvement efforts
  • 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
  • AD hoc QA projects as required


Qualifications

Required Skills and Experience

  • Language proficiency in French/Dutch and English
  • Experience in Salesforce  or other CRM tools
  • Tech savvy with an affinity for emerging technology, particularly online marketing technology and ability to learn quickly and maintain current, comprehensive knowledge of the top verticals, Pinterest products, and key trends
  • Excellent communication and presentation skills
  • Proficiency with Google's G suite collaboration and presentation tools
  • Intermediate knowledge of Google Sheets Formulas and Functions
  • Good interpersonal skill/client interfacing

Preferred skills, Qualifications and Experience

  • Preferred at least 1 year of  experience in a Quality focused role
  • Reporting skills 
  • People Development – Feedback & Coaching

      Working Conditions

  • Service Delivery and Target Driven environment
  • Flexible across different shift hours
  • Hybrid Model: 2 days in the office/ 3 days from home (First 8 weeks in the office for training)
  • Ability to meet tight deadlines with focus on quality, results and timely delivery
  • Candidate will need to stretch during peak / critical service delivery periods
  • Work with integrity, confidentiality and professionalism
  • Moderate to travel depending on project involvement

INCLUSION AND DIVERSITY

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace”.

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com.

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com. “

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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