Multilingual Quality Assurance Analyst

Publicado 01 Agosto 2020

Accenture

Lisboa (Publicidade / Marketing)


About Accenture

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 482,000 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.
Job Title Multilingual Quality Assurance Analyst 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


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 Dutch and English, and proficiency in French and/or German advantageous
  • 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/ behavior 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