Security Assurance Analyst

3 weeks ago

Oriental Mindoro Philippines Buscojobs Full time

Job Description

Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world

Duties and Responsibilities
  • Performing quality review
  • Tagging Dsats (dissatisfied customer survey responses)
  • Maintain Csat process
  • Resolving quality disputes
  • Sending quality communications/reminders to the relevant teams
  • Providing 1:1 feedbacks and coaching to agents
  • Preparing for/delivering monthly quality team meetings
  • Carrying out quality reporting
  • Providing back-up to other WAs in case of absences
  • Ensure comprehensive process knowledge for their aligned tower(s)
  • Measure agents’ adherence to internal and external policies and procedures
  • Improve consistency and quality of the communication of interactions across all customer channels
  • Access business execution — detect and report broken or inefficient policies, processes or operational issues across their aligned tower(s) and provide suggested improvement where possible (partnering with SMEs)
  • Escalate potential quality issues, such as not hitting SLAs/not conducting the expected amount of Quality reviews, immediately to Quality management
  • Detect and report broken or inefficient Quality processes and provide suggested improvements
Qualifications
  • Open to College graduate and undergraduate with relevant work experience
  • Must have at least 3 years of work experience in Quality Assurance (QA) under BPO industry
  • Excellent verbal and written English communications skills
  • Able to adapt quickly to changes in workflow
  • Mastery of all customer-communication
Experience

Quality Assurance (QA) under BPO industry: 3 years (preferred)

Why join Accenture?
  • Competitive salary package, company bonuses, and performance incentives
  • Night differential
  • Loyalty, Christmas gift, Inclusion and diversity benefits
  • Paid sick and vacation leaves
  • Expanded maternity leave up to 120 days*
  • HMO coverage (medical and dental) from day 1 of employment
  • Life insurance
  • Employee stock purchase plan
  • Retirement plan
  • Flexible working arrangements
  • Accessible locations
  • Healthy and encouraging work environment
  • Career growth and promotion opportunities

*Terms and Conditions Apply

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