Social Media Quality Analyst

Job description

Social Media Quality Analyst

The responsibility of the quality analyst is to perform and conduct quality review on items processed by analysts in accordance to the sampling population agreed between the client and Accenture. The quality analysts are empowered to provide immediate feedback to analysts that have error trends or have been incurring errors above the normal range.

Responsibilities

· Review quality samples agreed upon by the client and Accenture within specified TAT
· Ensure high level of compliance on Audit of Audit scores
· Perform analysis on quality trends and flag quality-related risks to the project leadership
· Ability to conduct coaching sessions to ensure process consistency and reduce error disputes.
· Provide feedback to analysts to follow approved guidelines, procedures, processes in a consistent way.
· Reporting duties and special projects will be assigned to quality specialists at a higher career level

Desired profile

Qualifications :

Basic Qualifications

·  BA or equivalent work experience
·  1+ years of work experience with computer operations processes
·  2+ years of work experience in a Service Desk or Call Center
·  2+ years customer service-related work experience
·  2+ years of Service Desk Operations experience
·  Fluent in English
·  High energy, passion, and a good sense of humour

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/behavior when interacting with client groups and/or end-users
·  Communicate comfortably with Accenture management and clients
·  Escalate conflicts in a timely manner to appropriate personnel
·  Mentor and coach others
·  Participate and lead in analyzing 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.

*The successful candidates must be available to work shifts*

Please also 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 .