14 days old

Quality Analyst - Spanish

Austin, TX 78703

Accenture Flex offers you the flexibility of short-term, 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 DiversityIncs Top 50 Companies for Diversity lists.

As an Accenture Flex employee, youll apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, youll 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. Youll receive competitive rewards and access to benefits programs and world-class learning resources. Help improve the quality and safety of online content, while gaining hands-on job experience.

The role of a Quality Analyst (QA) is to assess the accuracy of the policies applied by content moderation agents to ensure alignment with client expectations. They are critical in supporting the teams to meet the clients quality expectations for the services performed by the project. The project works in a global environment and QAs work with their counterparts in multiple locations across the globe. QAs are expected to possess a high level of subject matter expertise and can effectively articulate highly technical concepts to management and/or client counterparts. They work within the projects quality program, which includes but not limited to auditing, root cause analysis, reporting, special/ad hoc/short term projects requested by the client, and other tasks delegated by their Team Lead. Like other members of the team they are expected to follow proper communication channels in escalating identified risks and/or issues and work with the team to develop risk mitigation/issue resolution plans to ensure success.

Day-to-day responsibilities may include, but are not limited to:

+ Complete a set amount of audit reviews as defined by the client and/or management

+ Own the data provided for the appeals/pushback; provide support to team leads in pushback calls with client

+ Availability to be consulted by SMEs in clarifying ambiguous policies or scenarios before escalating to client

+ Counterparts, coach SMEs, Trainers, and Agents as needed

+ Liaise with trainer on any new or changed policies

+ Effectively aggregate data to report quality, root cause analysis, and action plans to stakeholders with minimal to no rework

+ Identify gaps in policies and/or quality issues; relay feedback accordingly to Team Leads, Trainers, SMEs, Agents

+ Coordinate with Team Leads, Trainers, SMEs to provide details/impact of policy changes on the teams current

+ Work as new content policies are developed/prototyped

+ Identify opportunities to reduce operational inefficiencies

+ Calibrate with team members on policy knowledge ensure consistency

+ Assists in production queues as required by management

+ Assist in the implementation of action plans

Basic Qualifications:

+ High School Diploma or equivalent

+ 6 or months of experience in a professional setting

+ Met requirements for conversion

+ Must speak and write Spanish

Preferred Skills

+ Successful completion of workflow training and production ramp, preferably with relevant production experience of at least 6 months

+ Proven process expertise based on historical satisfactory quality scores

+ Demonstrate the ability to effectively coach and apply policy based on client guidelines

+ Good leadership and communication skills; can comfortably and confidently communicate with global counterparts, and internal/client stakeholders

+ Ability to multitask, collaborate and work in a team environment

+ Excellent analytical skills and attention to detail in order to effectively perform root cause analysis formulate action plans

+ Flexibility to work in changing shift schedules and duration, open to work extended shift periods

+ Proficiency with Google Docs, Sheets and Slides

+ Excellent written, verbal, organizational skills and detail-oriented approach to problem solving

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.


Posted: 2020-01-08 Expires: 2020-02-09

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Quality Analyst - Spanish

Austin, TX 78703

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