Multilingual Quality Assurance Junior

Job description

Position Description / Responsibilities

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.
Shift work and / or night work may be expected depending on changes in business requirements.

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 updates - 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

Desired profile

Qualifications :

Basic Qualifications

·  1+ years of work experience working within a QA capacity.
·  2+ years customer service-related work experience
·  2+ years of Service Desk Operations experience
·  Fluent in English and 1 or 2 of the following languages ES/ PT/ FR/ RU/ IT/ DE/ PL/ TR/ AR
·  Excellent communication skills (verbal and written)
·  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

Preferred Qualifications

·  Ability to identify operational opportunities for improvement
·  Excellent communication and interpersonal skills
·  Strong organizational and administrative skills
·  Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
·  Use appropriate mannerisms/ behaviour when interacting with client groups and/or end-users
·  Communicate comfortably with Accenture management or client points of contact
·  Escalate conflicts in a timely manner to appropriate personnel
·  Mentor and coach others
·  Participate and lead in analysing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
·  Identify barriers to effective teamwork
·  Be open and flexible to new ideas that may alter team goals