Quality Monitoring FeeDBAck Associate

Accenture Limited

Dublin

Quality Monitoring Feedback Associate. Role summary: The role reviews, confirms and reports compliance with process/procedure requirements, quality certifications and Accenture delivery methodology. The role performs quality inspections and document findings using required audit process/procedures. The role also ensures quality standards are met by creating error trend analysis and scorecards. Key Responsibilities: Review and conduct audits for Quality Assurance including appeals. Work together with client to develop Quality Assurance Framework. Work with senior analysts and Team Leads to define project scope, calibration schedule. Maintain an understanding of customer Service Level Agreements and department's/product's  key performance requirements. Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data  entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy and   consistency. Maintain historical data with regards to volumes, interrogate data, develop insights and prepare reporting information and metrics to be presented to management. As part of the governance framework, ensure that performance reports go out on time,  reporting out on Quality review findings and Turn Around Time. Demonstrate understanding of the client’s business needs or market and maintains high satisfaction ratings. Act as a change agent and seek opportunities to improve knowledge on Product, skills, and performance. Obtain feedback from Team Lead and Analysts and look at ways to improve the Quality audits. Participate in calibration sessions with peers to gauge scoring effectiveness  Monitor sample size on a monthly basis to ensure quality of tickets. Conduct analysis on tickets monitoring results to suggest process enhancements  Any other duties deemed appropriate by Accenture. Minimum Qualifications: Bachelor’s degree or equivalent. Preferred Qualifications: Experience working in Quality AssuranceIndustry Experience in Social Media. Previous experience working for a Tier 1 Management Consultancy is a big plus. Profile Attributes: Flexible and quick learner, able to adapt to continuously evolving department needs to help  clients be successful. Objective mindset. Strong soft skills: Presentation Skills, Written Communication, Self-Confidence, Dealing with  Complexity and ambiguity. Microsoft Office Skills. Demonstrate speed, agility, critical-thinking, and problem-solving skills, ability to ramp up  quickly. Self-driven with attention to detail and follow-through. Ability to multi-task and work under pressure. Excellent communication skills: verbal, written, listening skills. Leadership skills and ability to be professional on a client engagement. Success in this position requires exceptional attention to detail, and analytical skills, ability to work at pace, client engagement skills; a willingness to experiment and receive constructive feedback; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results. • Employer: Accenture Limited. • Salary: €32,650 per year. • Work Location: The Beckett Building, 3 East Rd, North Dock, Dublin 3. • Working Hours: 40h per week .

513 days ago