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Quality Monitoring Feedback Analyst - German - Based in Dublin - CL 11
Dublin
Job No. r00151069
Temporary
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 German 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
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. “
