Trust & Safety QA Analyst (English Speaking)

Job Description

• 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

Required Skills & Experience

• Fluent in English (reading, writing, speaking)
• Able to work as night shift, 5 days/ week
• Bachelor's degree
• Previous experience evaluating quality preferred
• 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 platforms
• Proficiency with Microsoft Office, particularly Excel e.g. Pivot Table, VLOOKUP, Macros

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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