DE033668-Quality Auditing Sr Analyst

Accenture in the Philippines; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture in the Philippines is seeking a Quality Auditing Sr Analyst to join our Return to Office operations in Quezon City. The role focuses on transactional monitoring, quality audits, and process documentation to ensure adherence to client standards.

You will generate audit reports, analyze data, identify root causes, and collaborate with Operations, Training, and client QA teams to drive continuous improvement. Fluency in English and strong analytical skills are required.

Qualifications

• 3+ years solid QA experience
• 1-year supervisory experience
• University degree holder
• Excellent written and verbal communication in English
• Proficiency in MS Excel and MS PowerPoint; able to learn more tools
• 6 months+ experience as a Quality Auditor in a BPO setting

Responsibilities

• Performs regular Quality audits based on client standards.
• Generates timely and accurate audit reports with scores at agent, team, and SOW level.
• Analyzes data from monitoring and relates to business performance metrics.
• Identifies root causes and recommends action plans to improve performance.
• Reports error trends and tracks effectiveness of interventions.
• Conducts calibration sessions with Operations, Training, and client QA teams.

Skills

Communication

Analytical skills

Quality auditing

Root cause analysis

MS Excel

MS PowerPoint

Education

University degree

Tools

MS Excel

MS PowerPoint

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Quality Auditing Sr Analyst

WORK SETUP: Return to Office

RESPONSIBILITIES:

Transactional Monitoring and Reporting

• Performs regular Quality audits based on accepted standards in sampling as agreed upon with the client to ensure delivery is consistent and at par with client standards.
• Generates timely and accurate audit reports where daily, weekly, and month-to-date scores are available at an agent, team, and SOW level.
• Analyzes data gathered from transactional monitoring at the agent level, team level and the SOW level and relates its relevance to business performance metrics. The analysis includes:
• Identifying the possible root causes for non-conformance and recommended action plans to improve and sustain performance.
• Reporting error trends in associate and team performance and tracking effectiveness of interventions.
• Conducts regular calibration sessions with the Operations and Training Teams to ensure alignment in the understanding of new process updates and how transactions are evaluated based on the Quality Guidelines.
• Conducts calibration sessions with the client’s QA team as mutually agreed.

Process Documentation

• Collaborate with client auditors and SMEs to ensure that processes are aligned to current business and regulatory rules.
• Maintains the compendium of process updates from client correspondence and calibration sessions.
• Publishes and communicates process updates to the entire SOW.
• Provides support to the Training Team in preparing training materials to drive quality awareness.
• Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues (including suspected data disclosures) on the day of discovery to a Team Lead, Manager, and/or the Compliance Department.

OTHERS:

• Project Shift Schedule: Night Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Quezon Cyberpark Tower 1

SKILL AND QUALIFICATIONS:

• Standard QA Profile
• At least 3 years solid experience; 1-year supervisory experience
• University Degree holder
• Excellent written and verbal communication skills in English
• High level of proficiency in basic computer navigation including a working Knowledge of MS Excel and MS PowerPoint with the ability to learn additional computer skills.
• Requires strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• At least six months’ experience as a Quality Auditor in a BPO setting
• Strong customer service focus
• Ability to empathize
• Prioritizing customer needs
• Listening, patience & action oriented
• Good understanding of phone etiquette
• Strong quantitative, qualitative, and analytical skills; ability to analyze data, make conclusion and/or recommendations based upon findings
• Experience performing root cause analysis and action plan development