Trilingual Quality Assurance and Training Analyst

Job description

Trilingual Quality Assurance and Training Analyst

Position Description / Responsibilities

Quality Analyst
The QA team is tasked with evaluating and ensuring quality delivery of the Client Services Team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA.
Duties of the QA Analyst include:
· Ownership for QA framework, dashboards, reporting, e.g. spotting errors, following up on bugs, providing screenshots, improving processes (leveraging analyst support)
· Ensure QA structure is in place and drive quality improvements
· POC for QA related activities & projects
· Conduct root cause and other data analysis, providing report on outcome
· Conduct QA assessments in a timely manner to meet client requirements
· Ensuring feedback on QA processes
· Stay up to date with workflow up dates - workflow POC
· Participate as project team member in problem prevention and continuous improvement projects
· Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation
· Provide QA progress reports to Team Leads
· Conduct QA evaluations per client requirements
· Conduct call coaching sessions per client requirements
· Conduct Health Checks for high impact transitions, as requested
· Analyse Customer Satisfaction Survey results and recommend improvement efforts
· Act as escalation point of contact for process questions, issues and resolution
· Act as Subject Matter Expert (SME) for QA evaluations
· Ensure QA evaluations are delivered to Support Agents
· Administration of the call recording and evaluation system
· Contribute to the QA Team's development and share knowledge within the team
· Administer the QA issue repository and ensure all escalations are properly addressed

Training Analyst duties:
· Ownership of training strategy and requirements
· Analysing training needs, identify training gap
· Develop, plan, direct, and deliver training and development programs
· Provide customised training and coaching in accordance with the client needs
· Create and update training content and training plans
· Training & development of soft skills
· Provide guidance and support to trainees and /or internal team as appropriate
· Regularly review and evaluate training to ensure quality training and continuous improvement (e.g. using feedback tools such as Instructor Critiques, Participant Feedback forms etc.)
· Maintain relevant assessment documentation and records
· Demonstrate excellent teamwork
· Contribute to service quality and value-add initiatives as required

Desired profile

Basic Qualifications

·  1+ years of work experience working within a QA capacity
·  2+ years of professional experience in training delivery
·  2+ years customer service-related work experience
·  2+ years of Service Desk Operations experience
·  Fluent in English and 2 of the following languages ES/ PT/ FR/ RU/ IT/ DE/ PL/ TR/ AR
·  Excellent course preparation and delivery skills
·  Excellent communication skills (verbal and written)
·  Strong delivery and presentation skills
·  Good interpersonal, networking and collaboration skills
·  Flexible and adaptable to deliver customer requirements
·  Excellent time management and organization skills
·  Team work
·  Experience in digital marketing/technology an advantage
·  Positive attitude and flexibility
·  Sense of responsibility, initiative and high quality work standards
·  Ability to work with short ramp up time

Please note that 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, or gender identity.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .