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QA Analyst (Tamil and Malay)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00590408

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Overview
Career Level                             11
Mandatory Skills Required         Must be able to Read, Speak and Write in Tamil, Bahasa Malaysia and English
2+ years’ relevant experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality services 
Location                                    Selangor Region.
Reports to                                 Team Lead
Experience
  • 2+ years’ relevant experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality services
  • Relevant experience handling customers within service/technical fields within call center environment
  • Relevant experience in conducting quality assurance monitoring, coaching based on quality assurance monitoring, and creating quality assurance reports
  • Relevant experience in conducting agent training and delivering agent performance feedback
  • Relevant experience in delivering presentations
  • Relevant project management experience to include an understanding of business process improvement methods
 
Technical skills
  • Familiarity with quality review in all departments
  • Understand departmental policies and procedures
  • Excellent computer skills.
 
Managerial skills
  • Working closely with all departments to prioritize efforts while providing timely and high-quality service.
  • Passion for management and review of all quality issues to include training, customer service, communication, coaching, appraisals, and readiness to create value.
 
Soft skills
  • Able to adapt quickly to changes in workflow.
  • Excellent written, verbal, and customer service skills.
  • Comfortable communicating with all levels of management.
  • Excellent organizational skills and detail-oriented approach to problem solving.
  • Demonstrated proficiency in multi-tasking and prioritization.
  • Clearly demonstrated passion for ensuring the success of Google culture of excellence and commitment to quality and customer service.
  • Flexibility to work rotating shifts.
 
Language
  • Must be able to Read, Speak and Write in Tamil, Bahasa Malaysia and English.
  • Superior language skills to the agent(s) being monitored.
 
Other
  • Openness to work flexible hours as required (may include evenings, weekends and/or holidays).
  • Reviewing ad content with high quality and efficiency.
  • Delivering on service level agreements and managing individual performance.
  • Finding resolutions to customer concerns quickly.
  • Providing policy support to the Sales team.
  • Openness to work flexible hours as required (may include evenings, weekends and/or holidays).
 
Education       
  • Graduates from college with attention to details and inclination towards digital media environment
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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, gender identity, or any other basis as protected by applicable law.

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