Quality Monitoring FeeDBAck Associate
Quality monitoring Feedback Associate. As a Quality Associate Agent you will be assessing the quality of analysts on the project. Success in this position requires exceptional client service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results. Responsibilities: • Assess the quality of analysts on the project. • Meet volume and quality targets for all quality assurance audits. • Develop and maintain knowledge of client and their business needs/processes. • Develop and maintain an understanding of client Service Level Agreements and department’s key performance requirements. • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom trainings. • Take accountability for effectively handling escalations. • Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction. • Assist with monitoring and tracking incidents to ensure timely resolution. • Deliver individual and group feedback, provide coaching sessions, motivating and encouraging analysts to improve performance Skills Required: • Proven commitment to quality in work. • Strong attention to detail. • Ability to explain information and concepts clearly and succinctly for others to easily understand. • Ability to read and interpret policy/process maps accurately. • Proactive nature, with a strong work ethic and eagerness to take initiative and ‘go the extra mile’ • Resourcefulness, critical/creative thinking, and problem-solving skills. • Flexibility and adaptability (e.g. learning new processes, policy changes. • Demonstrated ability to work as part of a team, adding a positive attitude and business focus. • Ability to effectively manage time and work in a fast-paced, deadline-driven environment. • Fluency in social media (e.g. Facebook, Instagram, LinkedIn, etc.) • Proficiency with Microsoft Office, particularly Excel (e.g. pivot tables, v-lookups, macros. • Strong verbal and written communication skills in English. • Previous experience evaluating quality (required. Employer: Accenture Limited. Salary: Between €28,000.000 and €32,000.00 per year. Work Location: The Beckett Building, 3 East Rd, North Dock, Dublin 3. Working Hours: 40h per wee .
64 days ago