The responsibility of the Quality analyst performs quality inspection, documents findings by following required audit process and procedures, provides trend analysis, and participates in audit calibration processes where required

Job Requirements

1. Having experience as Quality auditor 1-3 years in the BPO industry or 1 – 2 years' experience in Operations (TL/SME) with excellence quality metrics.
2. Ability to collaborate with other stakeholders such Operation, Training, Policy or Client.
3. Excellent oral and written communication skills.
4. Passion for learning and creative problem-solving.
5. Good knowledge of Training strategy and facilitation.
6. Good knowledge of language of the countries supported is an advantage.
7. Having experience or certification on quality framework either one (COPC/Lean/Six Sigma/Agile).

Job Description

1. Performs quality inspection, documents findings by following required audit process and procedures, provides trend analysis, and participates in audit calibration processes where required.
2. Ensures the desired quality standards are reached by sharing the audit results on a defined frequency.
3. Creates error trend analysis, scorecards and proposes immediate action plans to operations and conduct training refresher if needed.
4. Responsible for confirming, managing and improving compliance with Accenture Quality Framework and/or quality certifications using Accenture methodology.
5. Develop and maintain quality audit processes/procedures.
6. Acts as point of contact for updates on knowledge and procedures.
7. Retain skills in functional area of expertise through frequent "on the role" experiences and ongoing education, training and certification.
8. Ensure high quality work products and processes, e.g.
9. Fact based findings followed and provide coaching to operations.