Quality Assurance Associate
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 3 years ago
2021-06-30T16:00:00+00:00Job closed.
Job Description
Quality Auditing Associate is responsible in agent-wise quality monitoring of transactions (chats, email, call recordings), team level. Tasks may include:
- Quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits, and defining and updating quality frameworks to match the workflows
- Often required to track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality, attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans
- Change management
Minimum Qualifications
- Bachelor’s degree holder
- Must have at least 1 year – 2 years of working experience as Quality Auditor
- Excellent written, verbal and customer service skills
- Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA's, coaching, appraisals, etc.
- Have experience working as an Agent and Quality in same/similar workflows
- Should have solid understanding of workflow, call recording tools, Quality Audits tools, tools used for providing services
- Willing to work on rotational shifts
Required Skills
- Total Quality Management
- Quality Assurance
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Manufacturing and Production
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila
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About Accenture Philippines
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.