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Quality Assurance & Training Analyst

Job Location: CO - Denver

Regional Description: Southwest

Job Number: 00623554


- 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.

 People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Quality Assurance & Training Analyst will support Digital Advertising Technical Specialists who work with advertisers to set up and troubleshoot technical items on our client’s platform. This position will be the team’s trainer and conduct Quality Assurance audits on the Digital Advertising Technical Specialists communications with advertisers, process adherence and technical skills.

The Quality Assurance Training Analyst will have responsibility for performing regular quality audits based on established standards to ensure quality service to customers is consistently met, per department service metrics, and deliver classroom training to Digital Advertising Technical Specialists. The Quality Assurance Training Analyst will facilitate calibration sessions with team leads, generate timely and accurate reports on a daily, weekly and monthly basis, perform quality audits analysis for phone, chat and email, and can identify root causes and corresponding action items to improve and or sustain performance. They will also need to create, maintain, and deliver training to our Digital Advertising Technical Specialists to increase the team’s ability to provide technical support to the client’s advertisers, demonstrate the value of the client’s advertising solutions and provide support for all self-service ad products.

Key responsibilities will include:
  • Responsible for the facilitation of department meetings to ensure processes are aligned with the current business rules and performing quality coaching and feedback sessions.
  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities.
  • Responsible for communication updates regarding process changes and updates to the team documents.
  • Assist with work assignments and information between shifts. May include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
  • Perform and or ensure completion of quality review checks.

Basic Qualifications:
  • Minimum of 1 year quality assurance experience in a contact center environment
Preferred Qualifications:
  • Minimum of 1 year digital advertising experience, either as a trainer or Subject Matter Expert
  • Minimum 6 months of experience in reading and modifying HTML, CSS, XML, and or JavaScript
  • Minimum of 2 years experience MS Excel Intermediate or Advanced
  • Minimum of 1 year experience working with Microsoft Office
  • Bachelor’s Degree or equivalent STEM preferred
  • Good working knowledge on course development
  • Active user of Social Media
  • Data analysis skills
  • Experience working with online advertising and digital marketing tracking
  • Highly organized and detail oriented
  • High quality communication skills, both oral and written
  • Strong facilitation and moderation skills
  • Excellent interpersonal skills and ability to function within a team
  • Ability to work independently and exercise good judgment
  • Dedication to continuous improvement and customer service excellence

Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

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.

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

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