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Quality Auditing Analyst

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Accenture

Nov 2

Applications are closed

  • Job
    Full-time
    Mid & Senior Level

Requirements

  • Any Graduation
  • 3 to 5 years
  • Responsible for Quality Audits ensuring service meets the Client and Org Goals and standards of quality.
  • Need to enforce the defined policy guidelines for all workflows assigned under Content Moderation scope.
  • Need to ensure timely Quality insights are shared to drive process improvements
  • Should ensure timely feedback and individual performance development is tracked and reported
  • Should work with core Operations Team and drive overall quality standards defined as per the process
  • 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 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
  • 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
  • Understanding of content moderation guidelines and policies specific to the platform or industry.
  • Familiarity with various types of online content, including text, images, videos, and audio.
  • Ability to interpret and apply content moderation policies consistently and accurately.
  • Excellent verbal and written communication skills to deliver engaging refresher sessions.
  • Active listening skills to understand reviewer questions and concerns.
  • Engage in client discussion for process improvement sessions.
  • Knowledge of quality assurance processes and best practices for maintaining content standards.
  • Proficient in Ms Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills to create reports.
  • Data analysis skills to interpret quality metrics and make data-driven improvements.
  • Conduct RCA, provide feedback, manage coaching logs.
  • Awareness of and respect for diverse cultures, backgrounds, and perspectives in training delivery.
  • Strong coping, emotional resilience, and stress-management skills.
  • Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
  • Basic data analysis skills to identify trends, patterns, and areas of improvement, using MS Excel or Google sheets.
  • Capability to assess the potential risks associated with various types of content via data analysis
  • Keen eye for identifying inappropriate, offensive, or harmful content.
  • Skill in making well-informed and consistent content approval or rejection decisions.

Responsibilities

  • Responsible for Quality Audits ensuring service meets the Client and Org Goals and standards of quality.
  • Need to enforce the defined policy guidelines for all workflows assigned under Content Moderation scope.
  • Need to ensure timely Quality insights are shared to drive process improvements.
  • Should ensure timely feedback and individual performance development is tracked and reported.
  • Should work with core Operations Team and drive overall quality standards defined as per the process.
  • 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 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.
  • 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.

FAQs

What is the job title for this position?

The job title for this position is Quality Auditing Analyst.

What qualifications are required for this role?

Any graduation is required for this role.

How many years of experience are needed to apply for this position?

Candidates are required to have 3 to 5 years of experience.

What is the main responsibility of a Quality Auditing Analyst at Accenture?

The main responsibility is to ensure quality audits are conducted, ensuring that services meet client and organizational goals and standards of quality.

What kind of content will the Quality Auditing Analyst be exposed to?

The Quality Auditing Analyst may be exposed to sensitive or graphic content, including potentially objectionable material.

What skills are essential for this role?

Essential skills include strong communication, quality assurance knowledge, data analysis skills, attention to detail, and the ability to interpret and apply moderation policies.

Will the Quality Auditing Analyst need to provide feedback to analysts?

Yes, the Quality Auditing Analyst will deliver individual and group feedback, conduct coaching sessions, and motivate analysts to improve performance.

Is there any training or support provided for handling sensitive content?

Yes, Accenture provides resources and a well-being support program specifically designed for the Trust & Safety community to help manage the challenges of the role.

What tools or software should candidates be proficient in?

Candidates should be proficient in MS Excel, PowerPoint, Word, and/or Google Sheets, Docs, and Slides, with advanced skills for creating reports.

Is cultural sensitivity important for this role?

Yes, awareness of diverse cultures and strong emotional resilience is essential for delivering training and maintaining objectivity.

How does Accenture ensure the well-being of their employees in this role?

Accenture emphasizes the health and well-being of their people by providing support resources and encouraging active participation in well-being programs.

Are there opportunities for participation in process improvement sessions?

Yes, Quality Auditing Analysts will engage in client discussions and participate in process improvement sessions.

What type of knowledge is developed and maintained by the Quality Auditing Analyst?

The Quality Auditing Analyst will develop and maintain knowledge of client business needs, service level agreements, and overall industry knowledge.

What are the performance targets for the Quality Auditing Analyst?

The analyst is expected to meet volume and quality targets for all quality assurance audits conducted.

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Accenture

Technology
Industry
10,001+
Employees
1989
Founded Year

Mission & Purpose

Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations Services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities.

Culture & Values

  • Client Value Creation

    Enabling clients to become high-performance businesses and creating long-term relationships by being responsive and relevant and by consistently delivering value.

  • One Global Network

    Leveraging the power of global insight, relationships, collaboration and learning to deliver exceptional service to clients wherever they do business

  • Respect for the Individual

    Valuing diversity and unique contributions, fostering a trusting, open and inclusive environment and treating each person in a manner that reflects Accenture’s values.

  • Best People

    Attracting, developing and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude and fostering a collaborative and mutually supportive environment.

  • Integrity

    Being ethically unyielding and honest and inspiring trust by saying what we mean, matching our behaviors to our words and taking responsibility for our actions.

  • Stewardship

    Fulfilling our obligation of building a better, stronger and more durable company for future generations, protecting the Accenture brand, meeting our commitments to stakeholders, acting with an owner mentality, developing our people and helping improve communities and the global environment.

Benefits

  • Medical coverage

    Employees have a choice of national plans (PPO, EPO, HDHP) covering a wide range of medical services and prescription drugs.

  • Parental leave

    16 weeks paid maternity leave for birth parents. 8 weeks paid time off for other parents

  • Flexible work arrangements

    Flexible work arrangements help employees achieve work/life balance while also meeting Accenture’s business needs.

  • Paid time off

    PTO encompasses traditional vacation time along with paid sick leave; days vary based on level and tenure from 17 to 27 per year.

  • Holidays

    We provide 8 paid standard holidays and 2 culture days (for any days you choose), in addition to the PTO program.

  • Life Insurance

    Accenture provides you with a basic level of coverage and you can purchase more coverage for yourself and your family.

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