AddressQuality Analyst
Career Level 11
Location: Newcastle
Hybrid working dependent on business demand
As well as a competitive salary and 37.5-hour week (Monday to Friday including bank holidays - 9am to 5.30pm) we offer a variety of excellent benefits including (but not limited to!):
- 25 days annual leave plus bank holiday entitlement
- A variety of Health and Wellbeing benefits including individual private m
- Employee Share Purchase Plan
- Excellent Pension scheme and medical cover (family
- Employee discounts
- Three days paid leave per year for charitable work of your choice
- Excellent employee referral programme with generous bonus payments for introductions
Quality Analyst
Acts as a Subject Matter Expert (SME) for Quality and Continuous Improvement
Responsibilities:
- Functions as 1st level of escalation in terms of Quality performance and reports.
- Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards.
- Provide real time notification to front line processors / agents on observations gathered from monitoring
- Participate on routine calibration session with internal operations team or with the client
- Maintain a scoring accuracy level of 95%
- Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to the operations team
- Conduct a weekly Touchbase Session with team leaders to discuss team level performance and improvement opportunities
- Act as SME and support Agents through floor walk when needed
Qualifications:
- Demonstrates advance knowledge in Quality processes and exhibits strong decision-making skills in executing action plans.
- Acts as backup of the Customer Care Quality Lead and responsible in training and development of Quality analysts in understanding key Quality concepts and tools.
- Experience as an Agent in a Voice BPO or experience as a QA
- Excellent communication skills (Verbal and Written)
- Demonstrates teamwork
- Experience supporting contact centre operation
What’s in it for you:
At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days of vacation per year, access to app-based fitness classes and discounts on range of gyms, private medical insurance and three days leave per year for charitable work of your choice!
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, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 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 accenture.com.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.
