DE029272-Quality Auditing Specialist

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 Specialist

WORK SETUP: Return to Office

OVERALL PURPOSE:

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.

You will be responsible for the quality assurance of Content Moderation whose role includes analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.

Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

As a Quality Auditor, you will be:

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 the 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 the core Operations Team and drive overall quality standards defined as per the process.

Note: The reviewed/audited content could be sensitive or of graphic nature

RESPONSIBILITIES:

Facilitates one on one performance coaching of QTP on the ground, aligning goals per workflow focused on their expertise and deliveries.

Provides guidance, counseling, development training and career progression.

Manages people scorecard, motivation, and engagement.

Ensure QTP processes are happening on the ground on the assigned QTP direct report.

Provides feedback and insights into what’s events and RCAs on the ground contributing to possible miss and wins to be fed in client business reviews.

Ensures Client and Accenture innovation is happening on the ground.

Back-up lead for QTP / Tower workflows during long PTOs / trainings etc.

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-vendors.

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.

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Quezon G

SKILL AND QUALIFICATIONS:

At least 5 years' work experience in QA

2-3 years supervisory

QA experience in BPO is an advantage