Customer Service - Quality Associate - CL12
General info:
Role: Quality Auditing
Working hours: 24/7. 40hrs
Office: full-time onsite, Dublin 04
If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.
** A valid Full-time work permit is mandatory for us to proceed with your application.
What you’ll do:
- Conduct QA evaluations per client requirements
- Conduct root cause and other data analysis
- Conduct Health Checks for high impact transitions, as requested
- Act as liaison with managers and Team Leads to ensure consistent quality measurements throughout the operation
- Participate as project team member in problem prevention and continuous improvement projects
- Identify improvement opportunities within the team environment
- Act as escalation point of contact for process questions, issues and resolution
- Provide QA progress reports to Team Leads
- Conduct coaching sessions to assist team leads when required
- Analyse Customer Satisfaction Survey results, where applicable & recommend improvement efforts
- Act as Subject Matter Expert (SME) for QA evaluations
- Ensure QA evaluations are delivered to agents and ensure feedback loop is complete.
- 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
WHY ACCENTURE
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 459,000 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
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. Click here
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
Basic Qualifications:
- Language(s) Required: English: As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.
Qualifications
- BA or equivalent work experience
- Proficient with using computers
- Work experience working within a QA capacity preferably in a customer support or call centre environment
- 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 behaviour when interacting with client groups and or end users
- Communicate comfortably with Accenture management or client points of contact
- Escalate conflicts in a timely manner to appropriate personnel
- Mentor and coach others
- Participate and lead in analysing 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 goal
Dublin
Equal Employment Opportunity Statement
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.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.