Accenture - Quality Assurance Analyst with Russian

Position Description / Responsibilities

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.

Shift work and / or night work may be expected depending on changes in business requirements.

Duties Of The QA Analyst Include

  • Ownership for QA framework, dashboards, reporting, e.g. spotting errors, following up on bugs, providing screenshots, improving processes (leveraging analyst support)
  • Ensure QA structure is in place and drive quality improvements
  • POC for QA related activities & projects
  • Conduct root cause and other data analysis, providing report on outcome
  • Conduct QA assessments in a timely manner to meet client requirements
  • Ensuring feedback on QA processes
  • Stay up to date with workflow updates - workflow POC
  • Participate as project team member in problem prevention and continuous improvement projects
  • Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation
  • Provide QA progress reports to Team Leads
  • Conduct QA evaluations per client requirements
  • Conduct call coaching sessions per client requirements
  • Conduct Health Checks for high impact transitions, as requested
  • Analyse Customer Satisfaction Survey results and recommend improvement efforts
  • Act as escalation point of contact for process questions, issues and resolution
  • Act as Subject Matter Expert (SME) for QA evaluations
  • Ensure QA evaluations are delivered to Support Agents
  • Administration of the call recording and evaluation system
  • 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

  • 1+ years of work experience working within a QA capacity.
  • 2+ years customer service-related work experience
  • 2+ years of Service Desk Operations experience
  • Fluent in English and 1 or 2 of the following languages ES/ PT/ FR/ RU/ IT/ DE/ PL/ TR/ AR
  • Excellent communication skills (verbal and written)
  • Good interpersonal, networking and collaboration skills
  • Flexible and adaptable to deliver customer requirements
  • Excellent time management and organization skills
  • Team work
  • Experience in digital marketing/technology an advantage
  • Positive attitude and flexibility
  • Sense of responsibility, initiative and high-quality work standards
  • Ability to work with short ramp up time

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/ behaviour when interacting with client groups and/or end-users
  • Communicate comfortably with Accenture management or client points of contact
  • Escalate conflicts in a timely manner to appropriate personnel
  • Mentor and coach others
  • Participate and lead in analysing 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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