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October 19 2018

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Job Opportunity: Quality Assurance Analyst with Fluent Hebrew:Accenture

Job description:

Quality Assurance Analyst with Fluent Hebrew - Accenture

South Dublin, Dublin

About the Job

Job description

The QA team is tasked with evaluating and ensuring quality delivery of the Client Services team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA.

The main responsibilities are:
o Help deliver an exceptional client practice by improving the performance and quality of the Client Services team
o Conduct root cause and other data analysis
o Monitor the quality of the calls that the agents make
o Participate as a project team member in problem avoidance and continuous improvement projects
o Identify improvement opportunities within the Client Services support environment
o Assist in ensuring consistency in the team through the creation and/or modification support standards
o Act as liaison with managers and managers to ensure consistent quality measurements
o Keep the Service Delivery Manager informed of issues/problems while offering solutions
o Provide progress reports to Service Delivery Manager on individual projects and initiatives
o Conduct QA evaluations per client requirements
o Conduct call coaching sessions per client requirements
o Assist in training programs, as needed (e.g. new hire training)
o Execute ad-hoc requests as assigned by the Service Delivery Manager
o Analyze Customer Satisfaction Survey results & recommend improvement efforts
o Act as an escalation point of contact for process questions, issues and resolution
o Act as Subject Matter Expert (SME) for QA evaluations
o Contribute to the QA Team's development and share expertise within the team
o Administer the QA issue repository and ensure all escalations are properly addressed

o Communicate comfortably with Accenture management and clients
o Escalate conflicts in a timely manner to appropriate personnel
o Mentor and coach others
o Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
o Identify barriers to effective teamwork

Basic Appropriate qualifications:
o BA or equivalent work practice
o 1+ years of practice in Quality Assurance
o 1+ years of work practice with computer operations processes
o 2+ years of work practice in a Service Desk or Call Center
o 2+ years customer service-related work practice
o 2+ years of Service Desk Operations practice
o Fluent in English and Hebrew
o High energy, passion, and a good sense of humour

Preferred Qualifications
o capability to identify operational opportunities for improvement
o Excellent communication and interpersonal expertise
o Strong organizational and administrative expertise
o capability to operate within a team environment, multi-tasking and prioritizing work across supported clients
o Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
o Be open and flexible to new ideas that may alter team goals.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, discapability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched practice and specialized expertise across more than 40 industries and all business functions-underpinned by the world's largest delivery network-Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

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Job summary

   . South Dublin, Dublin
Job type
   . Full Time, Permanent
   . Today

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Accenture Ireland

We combine unmatched practice in business processes with cutting edge infrastructure and cloud services. It's a unique capcapability where we run processes for our clients that drive new value and productivity. With our global delivery network and broad industry practice, we not only help companies save money, we help them to make it. Which makes for a pretty smart career choice, too. Accenture is a global management consulting, technology services and outsourcing company, with more than 358,000 people serving clients in more than 120 countries. In a time of unprecedented global change, Accenture is helping leading organizations respond to developments and opportunities in the marketplace. A career with Accenture will see you working with leading businesses, exceptional colleagues and on projects that are changing the face of business and technology across the globe. Our Operations workforce is a dedicated team of people who work on outsourcing engagements and long-term partnerships with clients. Many of our functions require multi-lingual expertise across languages such as English, German, Danish, Turkish, French, Arabic, Italian, Spanish, Hebrew, Norwegian, Swedish and many more.

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Job Category: Customer Service [ View All Customer Service Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: South Dublin
Company Type Employer
Post Date: 09/24/2018 / Viewed 58 times
Contact Information
Company: Accenture

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