Quality Assurance Analyst in Dublin (Ireland)

Where: Dublin (Ireland)
Extent of Work: Full time
Click here to apply in English

 

Job description

The QA team is tasked with evaluating and ensuring quality delivery of the Client Services team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA.

Responsibilities

  • Help deliver an exceptional client experience by improving the performance and quality of the Client Services team
  • Conduct root cause and other data analysis
  • Monitor the quality of the calls that the agents make
  • Participate as a project team member in problem prevention and continuous improvement projects
  • Identify improvement opportunities within the Client Services support environment
  • Assist in ensuring consistency in the team through the creation and/or modification support standards
  • Act as liaison with managers and supervisors to ensure consistent quality measurements
  • Keep the Service Delivery Manager informed of issues/problems while offering solutions
  • Provide progress reports to Service Delivery Manager on individual projects and initiatives
  • Conduct QA evaluations per client requirements
  • Conduct call coaching sessions per client requirements
  • Assist in training programs, as needed (e.g. new hire training)
  • Execute ad-hoc requests as assigned by the Service Delivery Manager
  • Analyze Customer Satisfaction Survey results & recommend improvement efforts
  • Act as an escalation point of contact for process questions, issues and resolution
  • Act as Subject Matter Expert (SME) for QA evaluations
  • Contribute to the QA Team’s development and share knowledge within the team
  • Administer the QA issue repository and ensure all escalations are properly addressed

Basic Qualifications

  • BA or equivalent work experience
  • 1+ years of experience in Quality Assurance
  • 1+ years of work experience with computer operations processes
  • 2+ years of work experience in a Service Desk or Call Center
  • 2+ years customer service-related work experience
  • 2+ years of Service Desk Operations experience
  • Fluent in English
  • One additional language is an advantage e.g. French, Italian, Spanish, German, Turkish, Arabic, Hebrew, Hungarian, Russian, Czech, Norwegian, Polish, Swedish Danish or Dutch
  • High energy, passion, and a good sense of humour

Preferred Qualifications

  • Ability to identify operational opportunities for improvement
  • Excellent communication and interpersonal skills
  • Strong organizational and administrative skills
  • Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
  • Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
  • Communicate comfortably with Accenture management and clients
  • Escalate conflicts in a timely manner to appropriate personnel
  • Mentor and coach others
  • Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
  • Identify barriers to effective teamwork
  • Be open and flexible to new ideas that may alter team goals.
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