Content Review Senior Analyst
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 5 years ago
2019-08-05T16:00:00+00:00Job Description
Accenture’s culture of equality nurtures innovation. We are committed to achieving a gender balanced workforce by 2025. Be part of the future workforce. Join us!
We’re looking for a Content Review Senior Analyst, what does it take to become one?
Think of yourself as the person who is responsible for managing a group of content review analysts and achieve team and individual performance metrics. Be a policy and process champion.
As a Content Review Senior Analyst, you will be resposible in the tasks below:
- Develops and maintains an understanding of customer SLAs and department’s KPIs by driving it through the team lead
- Operational risk management, develop foresight of what could go wrong and mitigate accordingly
- Evaluate performance of the Team Lead’s & plan performance management & drive it
- Review of attrition EWS & planning hiring pipeline/highlighting risks.
- Ensuring attrition is minimum & well below the attrition target.
- Management of team leads within the client aligned work window
- Making sure SLAs are met on a daily basis
- Leave Management - Ensure planned leave is below target & there is room for unplanned leave
- Calibrate with QA analyst on quality scoring and research ways to fix quality issues
- Tower Lead will be accountable to ensure team lead conduct daily huddles, week wrap up meetings and monthly 1x1s with the analysts.
- May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities
- to supervisor.
- Accountability for effectively handling senior level escalations or customer complaints received via various sources
- Accountable to ensure incidents & changes are tracked & corrective action in place within SLA & mitigation plan is in place to ensure reduction in repeatability
- of similar incidents.
Minimum Qualifications
We're looking for an experienced professional with the skill set below:
- Ability to deliver effective feedback
- Analytical and data-driven to effectively manage team performance metrics
- Problem solving and escalation management
- Demonstrated mastery of the Silicon Valley guidelines
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Management and Consultancy
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila
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