Quality Auditing Senior Analyst

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.