Customer Support Quality Analyst/SME - French Lisboa

Overview

Customer Support Quality Analyst/SME - French at Accenture Portugal

Responsibilities

• Review, assess, and report compliance on process / procedure requirements.
• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with the operations team to improve quality performance.
• Conduct calibrations with client counterparts and operating teams to ensure quality measures are aligned and understood.
• Work with the Quality Manager on change management processes, tools enhancements, and workflow amendments.
• Provide expertise and insight into complex areas of process workflows.
• Act as subject matter expert on Tier 1 workflow policies and procedures.
• Bring innovation ideas and help create work process standardization.
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• Quality Assurance – Advanced
• Communication Skills – Intermediate
• Reporting and Analytics – Intermediate
• Issue Management – Intermediate
• Training and Performance Support - Beginner
• Fluency in English
• Minimum C1 in French

Qualifications

• Quality Assurance – Advanced
• Communication Skills – Intermediate
• Reporting and Analytics – Intermediate
• Issue Management – Intermediate
• Training and Performance Support - Beginner
• Fluency in English
• Minimum C1 in French

Seniority

• Entry level

Employment

• Full-time

Job function

• Other
• Industries: IT Services and IT Consulting

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