Accenture QA Lead in Singapore, Singapore
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
The Quality Assurance Analyst will have responsibility for performing regular quality audits based on established standards to ensure quality service to customers is consistently met, according to department service metrics. The QA Analyst will facilitate calibration sessions with Team leads generate timely and accurate reports on a daily, weekly, and monthly basis perform quality analysis and be capable of identifying root causes and corresponding action items to improve and or sustain performance. Facilitation of department meetings to ensure processes are aligned with the current business rules and performing quality coaching and feedback sessions would also be part of this role. The QA Analyst will report to a Quality Team Manager.
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
Responsible for communication updates regarding process changes and updates to the team documents
Assist with work assignments and information between shifts. May include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases Prepare, analyze and interpret complex reports information and formulate conclusions
Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned
Assist to identify, document, and review opportunities for team improvement in procedures processes standards to gain cost effectiveness and efficiency provide cost estimates and execute implementation of improvements
Conduct daily audits reviews
Minimum 1 year of quality assurance experience in a contact center environment
Minimum 1 year of customer facing experience
Minimum of 2 years of experience MS Excel - Intermediate
Minimum of 1 year experience working with Microsoft Office
Minimum of Diploma certification
Excellent Communication skills both verbal and written
Ability to proactively submit suggestions and act based on data analyzation
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.