Call Centre Quality Assurance Analyst – Bilingual Mandarin English Speaking

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Accenture
  • 26 Sep 16

Call Centre Quality Assurance Analyst – Bilingual Mandarin English Speaking

Job description
Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Role Summary
The QA reviews and assesses the quality of reviews performed by our customer service agents and checks their compliance to the client policies. They liaise with other support teams and provide feedback on error trends in order to raise the Quality rate of the agents and project. They are skilled at reporting their findings back to leadership in a timely manner and ensures proper documentation, notification, escalation, tracking of quality scores and follow-up of all incidents. Primary responsibilities are focused on making sure the quality of the project does not drop below contractual requirements. The QA we are looking for must have an interest in Customer Service and working in an exciting and fast-paced Internet & Social industry.

Key Responsibilities
• Asses the quality of all agents on the project.
• Complete the required number of quality assurance audits
• Report to the management team identified error trends on a daily basis.
• Identify gaps in customer policies and provide feedback accordingly.
• Calibrate with various internal and client teams on policy knowledge on a weekly basis to ensure consistent quality assurance across board.
• Develops and maintains knowledge of customer and customer specific business processes.
• Develops and maintains an understanding of customer Service Level Agreements and department's key performance requirements
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
• Shares information required for the team to be successful
• Demonstrates understanding of the customer's business needs and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May perform follow up on incidents with customer to ensure customer satisfaction
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• May take accountability for effectively handling senior level escalations or customer complaints received via various sources
• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

Basic qualifications
Skills and Experience
• > 1 year experience in a QA role in a customer service contact center environment
• Proficient in MS Office Suite, and internet
• Proactive with a strong work ethic and eagerness to 'go the extra mile'.
• Resourcefulness and creative thinking
• Adaptable to learn new processes, concepts, and skills.
• Demonstrates the ability to work as part of a team adding positive attitude and business focus.
• Ability to work in a fast-paced deadline driven environment.
• Ability to work on a shifting schedule if needed


All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

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, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.