Spirit of the role:

As a Quality Assurance Analyst you will play a crucial role in ensuring the highest standards of quality within our managed services processes. You will be responsible for performing quality audits, providing constructive feedback, and driving continuous improvement initiatives to enhance agent performance and operational efficiency. The Quality Analyst Resource will work closely with delivery, Delivery excellence, capability development and transformation teams to foster a culture of excellence and innovation.

Your responsibilities will include:

• Complete quality audits of agent transactions each month per agreed schedule.
• Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.
• Create and complete Quality Assurance reports and distribute them to stakeholders.
• Analyze quality results and provide training, process, and quality improvement recommendations.
• Participate in internal and external client meetings regarding quality processes, the quality form, or quality improvement initiatives.
• Participate in and/or manage monthly calibration sessions with internal stakeholders and/or the client.
• Improve agent performance through the completion of side-by-side coaching.
• Maintain all quality assurance metrics.

Job Qualification:

• At least 2 years+ of experience in Quality.
• Fluency in Spanish.
• Good level of English.
• Excellent communication skills.
• Good analytical thinking.
• Experience in quality auditing.
• Strong communication and interpersonal skills.
• Attention to detail and a high level of accuracy in work.
• Ability to work independently and as part of a team.

Benefits:

We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

• Career Counselling
• Additional paid time off
• Flexible benefits
• Luxury health & dental insurance
• Life insurance
• Food vouchers
• Fuel card
• Multisport card
• Employee Assistance Program
• Bonuses for special occasions
• Options to buy shares

Location: Sofia, Bulgaria Work Model: Full time work from office

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.