Risk Quality Analyst

Job description

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

Primary 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 R&P 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 R&P 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
· Analyse Customer Satisfaction Survey results, where applicable & recommend improvement efforts
· Act as Subject Matter Expert (SME) for QA evaluations
· Ensure QA evaluations are delivered to Risk agents and ensure feedback loop is complete
· Contribute to the QA Team's development and share knowledge within the team
· Administer the QA issue repository and ensure all escalations are properly addressed


Responsibilities

· Meet volume and targets for all escalations and provide QA reporting
· Develop and maintain knowledge of client and their business needs/processes
· Develop and maintain an understanding of client Service Level Agreements and department's key performance requirements
· Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-job and classroom trainings
· Support SME/Trainer and TL responsibilities
· 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

Desired profile

Qualifications :

Required Skills & Experience

·  BA or equivalent work experience
·  1+ years of work experience working within a QA capacity
·  2+ years of work experience in a Service Desk or Call Centre or similar preferred
·  Fluent (C1) in English and native in the supporting market language

Additional Skills

·  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.

Working Environment

·  Service Delivery and Target Driven environment
·  Willing to work across different shift hours – including weekend hours
·  Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods
·  Work with integrity, confidentiality and professionalism


Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world's largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .