Job Description

Quality Analyst will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel, providing feedback, coaching and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics; including being responsible for refresher training on process changes and analysis and reporting, working closely with the client to update and implement quality criteria and process changes.

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Qualifications

  • 3+ years’ experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service.

  • Weekly auditing of agent cases and identifying agent level issues and trends.

  • Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development.

  • Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided.

  • Fluent English is mandatory.

  • Experience handling customers within service/technical fields within Call center environment.

  • Expert familiarity with and quality review in all departments.

  • Able to adapt quickly to changes in workflow.

  • Excellent written, verbal, and customer service skills.

  • 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.

  • Clearly demonstrated passion for ensuring the success of Facebook culture of excellence and commitment to quality and customer service.

  • Project management experience to include an understanding of business process improvement method.

  • 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.

  • Level of proficiency in the local language is “Native” and B2 in English, following the Common European Framework (CEF).

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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