Role & seniority: Quality Assurance Senior Analyst

Stack/tools: Recording application; basic data analysis (bar/pie/run charts, Pareto); quality scoring systems; monitoring tools; reporting systems; client interaction platforms

Top 3 responsibilities

Manage a team of Call Quality QAs and oversee performance (daily/weekly/monthly)
Maintain knowledge of the client’s quality scoring system and quality-related reporting
Interface with clients/VMT and coordinate with internal/external stakeholders; monitor QoE and drive improvements

Must-have skills

Thorough knowledge of product/processes and quality systems
Data analysis and basic graphical representation skills
Proficiency with recording/application monitoring tools
Understanding of OE/quality tools and client requirements
Strong written and oral communication; ability to motivate and retain staff
Ability to formally evaluate QA performance; strong internet/computer literacy

Nice-to-haves

Experience with Transaction Monitoring or similar regulated domains
Direct client interaction experience
Advanced data visualization or analytics tools; additional technical knowledge

Location & work type: Not specified

Full Description

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do? Manage a team of Call Quality QAs

What are we looking for? Unique Knowledge & Skill Requirement: Complete knowledge of product/processes. Data Analysis- Basic Graphical Representation of Data (Bar Graph, Pie Chart, Run Chart, Pareto, etc). Ability to use recording Application. Should have basic understanding of Quality related tools and OE. Thorough understanding of Client requirements and targets specific to Transaction Monitoring Client interaction would be an added advantage Management of performance (specific to Transaction Monitoring) – daily, weekly and monthly Strong communication skills-written & oral People motivation and retention skills Ability to formally evaluate performance of Quality Associates. Strong internet and computer literacy skills, technical knowledge will be an added advantage

Roles and Responsibilities: Manage a team of Call Quality QAs. Knowledge of client’s quality scoring system. Competent in all minimum skill required by Quality Associates. Knowledge of quality related reporting. Interfacing with client / VMT. Weekly/daily interactions with internal/external stake holders. Ability to use monitoring tools, Any Graduation Show more Show less