Quality Auditing Analyst - English CL11
General Information
Location: Onsite (Dublin 4)
Contract Type: Full-time, 40 hours/week
Shift Pattern: Rotational shifts across 7 days (including weekends and public holidays)
** Kindly be informed that sponsorship is not available for this position. A valid Full-time work permit is mandatory for us to proceed with your application.
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.
The role reviews, confirms and reports compliance with process/procedure requirements, quality certifications and Accenture delivery methodology. The role performs quality inspections and document findings using required audit process/procedures. The role also ensures quality standards are met by creating error trend analysis and scorecards.
Duties and Responsibilities:
- Review and conduct audits for Quality Assurance
- Work together with client to develop Quality Assurance Framework
- Work with senior analysts and Team Leads to define project scope, calibration schedule
- Maintain an understanding of customer Service Level Agreements and department's/product's key performance requirements
- Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy and consistency
- Maintain historical data with regards to volumes, interrogate data, develop insights and prepare reporting information and metrics to be presented to management
- As part of the governance framework, ensure that performance reports go out on time, reporting out on Quality review findings and Turn Around Time.
- Demonstrate understanding of the client’s business needs or market and maintains high satisfaction ratings
- Act as a change agent and seek opportunities to improve knowledge on Product, skills, and performance
- Obtain feedback from Team Lead and Analysts and look at ways to improve the Quality audits
- Participate in calibration sessions with peers to gauge scoring effectiveness
- Monitor sample size on a monthly basis to ensure quality of tickets
- Conduct analysis on tickets monitoring results to suggest process enhancements
- Any other duties deemed appropriate by Accenture
The responsibility of the Sr quality analyst is to perform and conduct quality review on items processed by analysts in accordance to the sampling population agreed between the client and Accenture. The quality analysts are empowered to provide immediate feedback to analysts that have error trends or have been incurring errors above the normal range
Review quality samples agreed upon by the client and Accenture
Perform root cause analysis on quality trends and flag quality related risks on the performed audits
Provide feedback to analysts to follow approved guidelines, procedures, processes in a consistent way.
Be proactive and suggest improvements that drive individual and team results
Provide weekly quality reporting or QA progress reports to Team Leads.
Act as a point of contact for process questions, issues and resolution
Contribute to the QA Teams development and share knowledge within the team
Administer the QA issue repository and ensure all escalations are properly addressed.
INCLUSION AND DIVERSITY
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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.
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.
- Bachelor’s degree or equivalent
Required Qualifications:
- Work experience working within a QA capacity preferably in a customer support or call centre environment
Profile Attributes:
- Flexible and quick learner, able to adapt to continuously evolving department needs to help clients be successful
- Objective mindset
- Strong soft skills: Presentation Skills, Written Communication, Self-Confidence, Dealing with Complexity and ambiguity
- Microsoft Office Skills
- Demonstrate speed, agility, critical-thinking, and problem-solving skills, ability to ramp up quickly
- Self-driven with attention to detail and follow-through
- Ability to multi-task and work under pressure
- Excellent communication skills: verbal, written, listening skills
- Leadership skills and ability to be professional on a client engagement
Dublin
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