Offers “Accenture”

Expires soon Accenture

Quality Assurance Analyst

  • Belfast (Belfast)

Job description

Role Summary

Our mission is to provide the ultimate support experience through best-in-class service for end users by being the voice of the video sharing platform.

As a QA, you will evaluate and ensure the quality delivery of the Client Services Team. You are
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.

Roles and Responsibilities

Duties of the QA include:

• Conduct QA evaluations in a sample of interactions handled by Support Agents
• Provide QA reports and insights to Leadership team
• Ensure QA evaluations and feedback are delivered to Support Agents
• Identify and highlight quality performance risks or issues and propose action plan
• Create a culture of high quality and excellence within the team
• Act as Subject Matter Expert (SME) for all quality related discussions
• Conduct root cause and other data analysis
• Analyse Customer Satisfaction Survey results and recommend improvement efforts
• Provide insights for continuous improvement projects
• Act as liaison with Managers and Team Leads to ensure consistent quality measurements
throughout the operation
• Conduct call coaching sessions
• Conduct Health Checks for high impact transitions when requested
• Act as escalation point of contact for process questions, issues and resolution
• Administration of the call recording and evaluation system
• 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 of work experience in a Service Desk or Call Centre
• 2+ years customer service-related work experience
• 2+ years of Service Desk Operations experience
• Fluent in English and ES / PT or ES / FR

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
• Ability to work under pressure
• 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
• Strong work ethic and ability to work with minimal supervision
• Ability to work in a fast-paced, collaborative and constantly evolving environment
• Analytical, problem solving skills, critical and creative thinking, combined with significant
attention to detail

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 .

Disclaimer

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.

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