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Quality Auditing Senior Analyst
Lisbon
Job No. 12358185
Full-time - On-Site
Descrição
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
- Manages strategic quality initiatives on top of reporting and quality review functions.
- Responsible for team management facilitate meetings with stakeholders.
- Managing the end to end Quality, Training Policy QTP strategy and execution.
- Provide timely feedback to client on process enhancements to improve quality standard.
- Course correct non performing metrics and analysts through root cause analysis and solid action planning.
- Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
- Elevate and escalate red flags to management on a duty of care perspective.
- Provides feedback to analysts to follow approved guidelines, procedures, processes in a consistent way.
- Assess the quality of analysts on the project.
- Meet volume and quality targets for all quality assurance audits.
- Develop and maintain knowledge of client and their business needs processes.
- Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements.
- Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
- Participate in process calibration sessions with clients and cross-vendor.
- Take accountability for effectively handling escalations.
- Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
- Assist with monitoring and tracking incidents to ensure timely resolution.
- Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.
Requisitos
- Graduate with more than 4 years of working experience, preferably with experience in leading teams.
- Engage with client counterparts on regular frequency to drive partnership and collaboration
- Excellent oral and written communication skills.
- Passion for learning and creative problem solving.
- AML knowledge is a plus