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.
Overall Purpose of Job:
The responsibility of the Quality Analyst is to assess the quality of the analysts according to the expected guidelines and process’ rules. The Quality Analyst monitors the quality of the work mostly on the markets that are assigned accordingly to the languages known by her / him. The Quality Analyst will also conduct periodic coaching and mentoring sessions, performance evaluations and deliver the policy / process refreshers. She / he is also responsible for sharing the error trends, suggested recovery action plans and ideas for innovation.
- Implement a clear overall quality strategy with scalable processes / tools / systems that allow resource efficient monitoring of decision accuracy and effectively manage continuous improvement programs
- Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
- Assess and prioritize the top quality issues affecting the teams in your office across all decision-making channels. Drive investigation of highly sensitive issues affecting your office, working with teams and leads across Client to understand what happened and why
- Surface creative workarounds for quality issues where tools are the root cause and a technical solution is not imminent
- Experience in managing quality control/quality analysis organization or leading cross functional quality improvement projects and teams. 3+ years of demonstrated management ability
- Excellent communication skills and ability to work with multiple stakeholders in a multicultural environment
- Proven track record of collaborating with cross-functional groups to produce results. Demonstrated ability to perform well in a rapidly changing and extremely global team
- Strong critical thinking and exceptional problem solving skills. Proven track record of breaking down complex process and identifying key pain points
- Good presentation skills and a good knowledge of MS Office tools (i.e. Excel and Power Point) would be an asset
- The ability to use your knowledge of foreign languages 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 Joiner Program 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, My Benefit, life insurance
- Friendly work atmosphere in multicultural environment
