QA French in Dublin, Ierland

Accenture Ireland



Job Description

JOB DESCRIPTION

JOB TITLE:  Quality Analyst

JD Number:

LEVEL: 12

Job Number:

Business Unit/Deal:

Last Revision Date: 

Oct 7th 2019

REPORTING STRUCTURE

Reports to:

Quality Team Lead

Direct Reports:

Yes

OVERALL PURPOSE OF JOB 

We are seeking a quality analyst that helps with driving continuous improvements to quality processes, identifying gaps, spotting trends and sharing improvement insights. The Quality Analyst will conduct quality review on content processed by analysts and will provide feedback and coaching to analysts that have error trends or have been incurring errors above the normal range.

Key Duties and Responsibilities

      Review quality samples agreed upon by the client and Accenture

      Perform analysis on quality trends and flag quality-related risks to the project leadership

      Provide feedback to analysts to follow approved guidelines, procedures, processes in a consistent way.

      Conduct root cause and other data analysis

      Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation

      Be proactive and suggest improvements that drive individual and team results

      Participate as project team member in problem prevention and continuous improvement projects

      Provide QA progress reports to Team Leads

      Conduct QA evaluations per client requirements

      Conduct coaching sessions and training refreshers as required

      Conduct Health Checks for high impact transitions, as requested

      Analyze Satisfaction Survey results & recommend improvement efforts

      Act as escalation point of contact for process questions, issues and resolution

      Act as Subject Matter Expert (SME) for QA evaluations

      Contribute to the QA Teams development and share knowledge within the team

      Administer the QA issue repository and ensure all escalations are properly addressed

      AD hoc QA projects as required

      Weekly quality reporting



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Qualifications


Required skills and experience

 

     Minimum 6 months experience on the production floor

     Consistent Golden Set Accuracy of 95% Overall for most recent 3-months

     Consistent Internal Quality Accuracy  of 95% for the last 3 months &  Assessment Scores of over 90% for the last 3 months

     TNS policy trained with knowledge of the quality process

Preferred skills, qualifications and experience

 

     Reporting skills 

     Critical problem solving and issue resolution

     People Development Feedback & Coaching

     Excellent communication and presentation skills

     Ability to build partnerships with business partners and team members

     Good inter-personal skill/client interfacing

     Microsoft and Google Office applications

Functional competencies

 Proficiency in the use of MS Applications

Experienced

 Knowledge of policies

Expert

 Ability to perform multiple tasks

Skilled

Client Facing and Communication Skills

Experienced

Knowledge of quality processes and procedures

Skilled

Proficiency Level

Definition

Trained(T)

 - Attended a training course on this skill and/or has had brief exposure to this skill.

 - Uses basic terminology in regard to the skill.

 - Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences.

Experienced (E)

 - Moderate exposure to this skill and related work experiences.

 - Can assist other team members with questions and problems related to this skill

 - Applies skills (at basic level to work situations, with some guidance.

Skilled(S)

 - Extensive exposure to this skill and related work experiences.

 - Applies skills (at advanced level) to work situations with medium complexity, with little or no guidance.

 - May train and/or direct the work of others in application of skills.

Expert(X)

 - Regarded as a center wide resource on this skill.

 - Applies detailed knowledge and skills to complex (or new) work situations in multiple settings

 - Trains and/or directs work of others in complex facts, methods, and techniques related to the skill.

Competency Name

Proficiency Level (Refer Def. below)

Comments

Leadership Influence

Level 3

Problem Solving

Level 3

Coaching

Level 3

Interpersonal Skills

Level 4

Communication Skills

Level 4

Business Writing /Oral Communication

Level 4

Process Improvements

Level 2

Levels description

Level 1

Exhibits basic competency indicators occasionally.

Level 2

Exhibits basic competency indicators consistently and effectively.

Level 3

Exhibits competency indicators of medium complexity occasionally.

Level 4

Exhibits competency indicators of medium complexity consistently and effectively.

Level 5

Exhibits advanced competency indicators occasionally.

Level 6

Exhibits advanced competency indicators consistently and effectively.

Working Conditions

 

     Service Delivery and Target Driven environment

     Flexible across different shift hours including weekends

     Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods

     Work with integrity, confidentiality and professionalism

     Moderate to travel depending on project involvement

ZOEKEN NAAR BANEN

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