QA Analyst N3, Part of Accenture

**QA Analyst | N3, Part of Accenture**:
Life is different at N3. We are driven by our passions and propelled by our quest to innovate, thrive and learn. We are the tastemakers of technology, transforming the way the world works and shaping the future of business. We work hard. We play hard. We make moves. Here, success is no accident. It’s ours to grow.

N3, Part of Accenture, is a sales and marketing solutions firm dedicated to working with software and technology solutions providers. Our client base includes the world's leading brands and thier partner networks. N3 has sustained rapid growth since its founding in 2004.

We are a performance-based organization that rewards creativity, hard work, and success. N3 is not your typical corporate environment. Our business casual atmosphere and fast-paced workday make N3 a unique place to work.

**POSITIONS SUMMARY**

The QA Analyst supports the business by:
1. Call listening and score-carding

a. Manage inbound queue of call recordings and score-card goals

b. Ensure SLA adherence

2. Providing Quality Assurance (QA) communication

a. Confirm adherence to N3 Part Style Guide and program criteria

b. Verify accuracy of responses (Knowledge Base)

c. Ensure process documentation and escalation matrices are up to date

3. Performance management

a. Identify performance trends by leveraging audit results and internal/external feedback

i. Create individualized/targeted growth plan based on analysis

ii. Conduct bi-weekly 1 on 1 sessions with agents to ensure continued growth

b. Ensure tactical and systematic changes are completed

4. Completes weekly, monthly and quarterly reporting functions (both internal and external)

a. Trend analysis (ex. # of cases, case origin, categories, etc.)

b. Identify efficiency gaps and propose process improvement

c. Providing consultative feedback upstream to the Program/Sales Manager

**QUALIFICATIONS**
- Strong verbal and written communicator; a balance of partner advocacy and diplomacy in conversations with all levels of an organization
- Strong analytical skills with the ability to collect, organize and analyze significant amounts of information with attention to problem-solving and reasoning abilities
- Ability to work at the pace of the partner-driven environment with mínimal supervision and demonstrate initiative and good judgment
- Solid understanding of technology solutions and their use in customer environments
- Excellent planning, time management, decision making, and organizational skills
- Must be able to work effectively with mínimal supervision
- Must be adaptable and flexible; adjusts to new, different or changing requirements and maintains composure under pressure

**REQUIRED EDUCATION/EXPERIENCE/TRAITS**
- Bachelor’s degree
- Bilingual proficiency in English is required
- 2+ years of work experience, with a desire to excel in a fast-paced work environment, adaptability to prioritize workload based on moving targets
- Must be able to demonstrate proficiency in spelling, grammar, and overall business communication with or without the assistance of a word processor (spell check)
- Willingness to provide direct feedback to peers in a private environment with management approval (without management supervision)

**Data Protection Requirement**
- Adhere to all N3 Data Protection policies, standards, and procedures per your role. Take required continuing education courses in Data Protection at N3 for your role.

**Equal Employment Opportunity**

N3 recruits, hires, and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, gender identity and/or expression, handicap or veteran's status. All terms and conditions of employment such as compensation, benefits, work assignment, availability of facilities and privileges of employment are administered on the same basis of equality.