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 SpecialistWORK 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.
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
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment.We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health.
We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.
Visit us at www.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.