Accenture
6 years 6 months
Quality Assurance Analyst
July 2019 - Present (3 years 2 months) San Francisco Bay Area
- Evaluating developer appeals analysts’ errors and validating errors identified by Tier 1 QA team
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- Attending meetings with client and relaying operational information to QA team
- Taking initiative to cross-train in additional QA workflows
- Creating calibrations to ensure agents are aligned to current policy
- Provided scorecards to agents of calibration scores with coaching information.
Subject Matter Expert, Trust and Safety June 2017 - July 2019 (2 years 2 months) San Francisco Bay Area
Team Management of 75+ analysts
- Utilizing Google Sheets to create and maintain reports on leadership action items, team attendance, team productivity and quality (performance), team scheduling, workflow assignments and daily queue volumes (every 2 hours)
- Managing complex scheduling for daily coverage of business needs from 6 AM to midnight, considering analyst requests and limited seating capacity
- Training new hires for full team integration and consistently ensuring analysts' policy comprehension through weekly quizzes
- Answering analyst questions regarding policy, edge cases, and the project
- Ensuring personal updated policy knowledge through frequent SME training
- Analyzing errors and confirming error validity
- Conducting 1 on 1s to review productivity and quality data - coaching individuals from the errors to realign their knowledge with policy
- Assisting with huddles to relay information to the team
- Defusing analyst conflicts and escalating to team leads as needed
Incubation
- Tested new policies and provided feedback before it was rolled out worldwide
Human Resources
- Hiring: Reviewed resumes and conducted 40+ phone screens and in-person interviews to fulfill hiring needs in San Jose, CA and Austin, TX in December 2017
- Training: Ensuring employee compliance with mandatory client training
- Offboarding: Conducting exit interviews to gather survey data for improved employee satisfaction
Quality Assurance
- Served as QA for a special project in February 2018: process mapping for internal tools
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(Contracted by BCForward)
Subject Matter Expert | Team Coach August 2016 - June 2017 (11 months) San Francisco Bay Area
- SME for special project: beta testing new content review system for global integration
- Supported 20+ team members testing the new system with policy comprehension, annotation guidelines, and appropriate evidence for policy violations
- Provided floor support to 200+ analysts while answering inquiries for content review guidance
- Trained new hires during their ramp up period for team integration
(Contracted by BCForward)
Content Review Analyst
March 2016 - August 2016 (6 months) San Francisco Bay Area
- Recognized as top 5 performer out of 200+ analysts and promoted to Tier 2 content review: submitting final decisions from analyst escalations
- Analyzed submitted content for global publication, identifying potential violations per extensive internal policies. Supported team members with policy comprehension
- Annotated guidelines and provided supporting evidence for violations
- Achieved high standards of quality (99.5%+) and efficiency (over 100 reviews daily)
- Worked in a fast paced, high performance team environment with a time sensitive queue and rotating monthly shifts (24/7 business operations)
