Job Description

• Review, assess, and report compliance on process / procedure requirements

• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance

• Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood

• Works with Quality Manager on change management process, tools enhancements, and work flow amendments

• Provide expertise and insight into complex areas of process workflows

• Act as subject matter expert on client Tier 1 workflow policies and procedures

• Bring innovation ideas and help client create work process standardization

• May create new solutions, leveraging and, where needed, adapting existing methods and procedures



Qualifications

• Open to College graduate and undergraduate with relevant work experience • Must have at least 3 years of work experience in Quality Assurance (QA) under BPO industry • Excellent verbal and written English communications skills • Able to adapt quickly to changes in workflow • Mastery of all customer-communication • Comfortable communicating with all levels of management • Excellent organizational skills and detail-oriented approach to problem solving • Demonstrated proficiency in multi-tasking and prioritization • Project management experience to include an understanding of business process improvement methods • Understand departmental policies and procedures • Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc. • Must be amenable to work on a shifting schedule

All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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