1+ months

Bilingual Quality Analyst

San Francisco, CA 94103



Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNEs 100 Best Companies to Work ForandDiversityIncs Top 50 Companies for Diversitylists.





As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining experience with one of the worlds leading professional services organizations.





Job Description





+ Performance, Risk and Quality professionals ensure high performance is delivered for Accenture and our clients through performance optimization and continuous improvement, quality and risk management.


+ Responsibilities of a Quality Assurance Reporting Analyst include
Generate daily, weekly, and monthly reports in a timely and consistent manner in accordance with project governance
Work with project leads managers to deliver standardized performance reports based on the client s business need


+ Analyze data new and existing to share within reports to client stakeholders project POCs Provide insights, issue, trend, capacity and analysis for client s Leadership team


+ Provide daily metrics using established reporting methodology in client s proprietary QA Tools
Identify and document Client s data system issues under the scope of this SOW and escalate to Accenture and client Team Leads according to the established escalation handoff matrix


+ Report risks or exclusions within the defined data set for operational management
Build or modify report templates per the client s ACN manager s request Perform daily quality audits gathering QA sample data per the process and reporting out to the project team and project individuals


+ Analyze QA data for root cause issues
Perform coaching sessions with regional Project Leads as well as to client project team to identify root cause of errors and create action plans and preventative measures to improve processor performance


+ Facilitate weekly meetings with Accenture Team Leads to report top errors and trends, QA as well as general global trends volume, average handling time, turnaround time Provide coaching training to support Accenture s QA team if applicable Document and communicate issues to Global Team Lead per the established process.


+ Maintain Global Process documentation updated Perform monthly and weekly ad hoc capacity analysis requests when necessary and monthly and weekly ad hoc special reports when necessary.





Basic Qualifications



+ Bilingual in Spanish Language


+ 2 years of reporting quality analysis experience


+ 2 years of experience using reporting software CRM tools







Preferred Qualifications




+ Bachelor s degree or higher education


+ Experience creating and delivering reports to Client stakeholders










Skills Requirements




+ Basic knowledge of Microsoft Google Office Tools


+ Ability to work autonomously strong volume monitoring and work delegation skills


+ Strong analytical and investigative skills combined with the ability to navigate through ambiguity in a fast paced, dynamic environment
Willingness to act as the global contact for any general inquiry


+ Willingness to work with different departments to help support the team
Willingness to develop new strategies and solutions for new processes
Effective communication, presentation, and information sharing skills











Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity:
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Categories

Posted: 2019-10-16 Expires: 2019-11-24

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Bilingual Quality Analyst

Accenture
San Francisco, CA 94103

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