20 days old

QA Analyst - DRO

Austin, TX 78703


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 For and Diversity Incs Top 50
Companies for Diversity lists.





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.





Job
Description


The
QA team is tasked with evaluating and ensuring quality delivery of the Digital
Rights Operations Team. This individual is responsible for executing QA service
offerings and participating in projects & initiatives led by QA.


As a
Content Reviewer, you will be responsible for analysing and reviewing user
profiles, videos, and text-based content and/or investigating, escalating
and/or resolving issues that are reported by users or flagged by the system.
You will use your problem-solving skills to continuously deliver value to our
clients, while making a larger impact on society.





Shifts
Available: Monday
to Friday 8:30 AM to 5:00 PM CST





Location
: This is
not a virtual/remote role; the work is based at the client premises in the area
of Austin, TX depending on team supported. This role requires a distinct level of
professionalism. Relocation assistance is not provided.





Training: Individuals are provided
paid training, depending on the group supported. During the training and
initial ramp-up period, individuals will work their respective schedule.





Duties
and Responsibilities






Conduct
QA evaluations per client requirements



Conduct root cause and other data analysis



Conduct
Health Checks for high impact transitions, as requested



Act as liaison with DRO managers and Team Leads to
ensure consistent quality measurements throughout the operation



Participate as project team member in problem prevention
and continuous improvement projects



Identify improvement opportunities within the DRO
environment



Act
as escalation point of contact for process questions, issues and resolution



Provide
QA progress reports to Team Leads



Conduct
coaching sessions to assist team leads when required



Act
as Subject Matter Expert (SME) for QA evaluations



Ensure QA evaluations are delivered to agents and ensure
feedback loop is complete



Contribute to the QA Teams development and share
knowledge within the team



Administer the QA issue repository and ensure all
escalations are properly addressed










Basic
Qualifications


Bachelors
degree or equivalent work experience



Minimum
1 year of experience in a professional or military setting



Minimum
1 year of experience working within a QA capacity



Minimum
2 years of experience in customer service, service desk or call center
environment



Ability
to work holidays and weekends, including rotating shifts as directed by their
team and is subject to change.


Preferred
Skills / Experience






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/behaviour when interacting with client groups and/or
end-users



Communicate
comfortably with Accenture management or client points of contact



Escalate
conflicts in a timely manner to appropriate personnel



Mentor
and coach others



Participate
and lead in analysing operational opportunities for improvement and present
findings and recommendations to the appropriate teams for action



Identify
barriers to effective teamwork



Be
open and flexible to new ideas that may alter team goal.





Professional
Skills






Excellent
communication (verbal and written), facilitation, and interpersonal skills



Passion
for ensuring a world class user support experience



Quick
learner and adaptable to learn new processes, concepts, and skills



Excellent
organizational and time management skills



Strong
attention to detail, results-oriented, self-directed, and inquisitive



Ability
to work collaboratively and independently while managing multiple projects,
assignments and/or responsibilities



Ability
to remain neutral and review work as defined by policies and procedures and keeping
personal bias aside.


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.





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



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.


Categories

Posted: 2020-10-07 Expires: 2020-11-06

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QA Analyst - DRO

Accenture
Austin, TX 78703

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