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Quality Assurance Associate Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00616958

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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.
 
Role Summary
Reviews and assesses the quality of reviews performed by our customer service agents and checks their compliance to the client policies. Work closely with QA team members and liaise with Client, stakeholders and support teams to identify areas of improvement.  To provide feedback on error trends and to raise the Quality standard of agents and project. To report their findings back to leadership in a timely manner and ensures proper documentation, notification, escalation, tracking of quality scores and follow-up of all incidents. Primary responsibilities are focused on making sure the quality of the project does not drop below contractual requirements.   
 
Key Responsibilities
  • Asses the quality of all agents on the project.
  • Complete the required number of quality assurance audits
  • Report to the management team identified error trends on a daily, weekly and monthly basis.
  • Identify gaps in customer policies and provide feedback accordingly.
  • Calibrate with various internal and client teams on policy knowledge on a weekly basis to ensure consistent quality assurance across board.
  • Develops and maintains knowledge of customer and customer specific business processes.
  • Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
  • Shares information required for the team to be successful
  • Demonstrates understanding of the customer’s business needs and maintains high customer satisfaction ratings
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May perform follow up on incidents with customer to ensure customer satisfaction
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
Skills and Experience
  • 8-10 years of experience in a QA role in a customer service contact center environment
  • Meticulous, organized, highly disciplined and analytical by nature.
  • Proactive with a strong work ethic and eagerness to ‘go the extra mile’.
  • Resourcefulness and creative thinking 
  • Adaptable to learn new processes, concepts, and skills.
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus.
  • Ability to work in a fast-paced deadline driven environment.
  • Ability to work on a shifting schedule if needed
 
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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