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Quality

Job Location: Manila

Job Number: J975

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- Job description

QUALITYAUDITING ANALYST

The Quality auditing analyst role will be responsible for agent-wise quality monitoring of transactions (chats, email, call recordings), team level quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits, and defining and updating quality frameworks to match the workflows


Responsibilities:

• Monitoring calls and non-voice transactions for TSRs to ensure program QA and CSAT targets are met.
• Track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality, attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans
• Involved in Change management
• Ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives
- Degree in any field - Able to adapt quickly to changes in workflow - Excellent written, verbal, and customer service and computer skills - Mastery of all customer-communication - Excellent organizational skills and detail-oriented approach to problem solving - Experience in project management - Understanding of business process improvement methods and departmental policies and procedures - Able to quickly learn product features and usages and become product experts. - Solid understanding of workflow, tools used for providing services - Amenable to work on shifting schedule


Accenture is an equal opportunity 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.

If you would like to be considered for employment opportunities with Accenture, and need special assistance due to a disability or accommodation for a disability, please call us at 0917.545.9341 or send us an email at careersPH@accenture.com

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