Job Description
Skill required: Quality Checks - Operational Audit & Compliance
Designation: Quality Assurance Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
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, Technology and Operations services, and Accenture Song all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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
What would you do Manage a team of Call Quality QAs
What are we looking for Complete knowledge of product/processes Data Analysis- Basic Graphical Representation of Data (Bar Graph, Pie Chart, Run Chart,Pareto,etc) Ability to use recording Application Should have basic understanding of Quality related tools and OE Thorough understanding of Client requirements and targets specific to Transaction Monitoring Client interaction would be an added advantage Management of performance(specific to Transaction Monitoring) daily, weekly and monthly Strong communication skills-written & oral People motivation and retention skills Ability to formally evaluate performance of Quality Associates. Strong internet and computer literacy skills, technical knowledge will be an added advantage
Roles and Responsibilities: Manage a team of Call Quality QAs. Knowledge of client's quality scoring system. Competent in all minimum skill required by Quality Associates. Knowledge of quality related reporting. Interfacing with client / VMT. Weekly/daily interactions with internal/external stake holders. Ability to use monitoring tools.
