Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com/.
 
Accenture Operations is one of Accenture key capabilities dedicated to work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.


Quality Analyst with English and Russian

Workplace: Kraków

Nr Ref.: 00439273

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.
 

Duties of the QA Analyst include:
  • Conduct root cause and other data analysis
  • Identify improvement opportunities within the SMB environment
  • 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
  • Analyze Customer 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
  • Administration of the call recording and evaluation system
  • Administer the QA issue repository and ensure all escalations are properly addressed
Qualifications

 

Basic
  • BA or equivalent work experience
  • 1+ years of work experience working within a QA capacity
  • 2+ years of work experience in a Service Desk or Call Center
  • 1+ years customer service-related work experience
  • Fluent in English and Russian language
Preferred
  • 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
  • Escalate conflicts in a timely manner to appropriate personnel
  • Mentor and coach others
We offer:
  • Localization: Kraków
  • The ability to use your knowledge of foreign language on a daily basis at work (we serve our Clients in almost 30 foreign languages)
  • Experience with a range of Clients and technology solutions which provides professional relevance
  • Operating according to Lean Six Sigma philosophy
  • Collaborating and learning from diverse and talented colleagues helps you “raise your game”
  • Trainings and development tailored to help you achieve your potential
  • New Joiners Programme including trainings
  • Opportunity  to engage in Corporate Social Responsibility initiatives
  • We also think about your social life, at Accenture you will be able to take part in different initiatives like Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others.
  • Social benefit packages including: private medical care, MyBenefit, life insurance
  • Beverages and fully equipped kitchen for you
  • Modern & friendly office
When applying please enclose the below statement:

"I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes and once the recruitment process is closed, I agree that Accenture Sp. z o.o. with its registered seat in Warsaw, 00-121, ul. Sienna 39 or any other entity of Accenture group places and processes my personal data in its database. I also express my consent to sending my personal data to third parties within the Accenture group pursuant to the Personal Data Protection Act of 29th August 1997 (Journal of Laws of 2002, No. 101, position 926 as amended). I submit the data voluntarily. I have been informed about the right of access to the content of my data and about the possibility of correcting them."

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

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