Trust & Safety QA Analyst (English Speaking)

Location: Bangkok
Salary range: Not stated
Workplace: In office
Level: Individual contributor
Job family: Quality Assurance
Posted: Recently

The T&S Network estimates this role to be S4, Specialist / QA / Trainer. Key skills at this level: reads queue health from the metrics and knows which ones lie, balances accuracy, throughput and wellbeing as one problem, and runs a shift against demand that spikes without warning.

Learn more about this and similar levels

Why this level

Estimated from the posting rather than stated by the employer: a trainer or QA seat at an outsourcer.

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The role, in T&S terms

Written by the T&S Network from Accenture's posting.

Quality assurance for a Trust & Safety analyst team on a client project, scoring analysts' work against audits, targets and client SLAs. The posting does not name the harm area or the product surface the project covers.

What you'd do

Assess the quality of analysts working on the project through QA audits
Meet volume and quality targets across all quality assurance audits
Learn the client's business needs, processes and SLA and key performance requirements
Take ownership of escalations and handle them effectively
Identify root causes of business issues and recommend fixes to improve client satisfaction
Monitor and track incidents to ensure timely resolution
Give individual and group feedback and run coaching sessions to improve analyst performance

What it asks for

Bachelor's degree
Fluent English in reading, writing and speaking
Ability to read and accurately interpret policy process maps
Strong attention to detail and clear written and verbal explanation skills
Proficiency with Microsoft Office, especially Excel including pivot tables, VLOOKUP and macros
Fluency in social media platforms
Previous experience evaluating quality (preferred)

Worth knowing

Night shift, five days a week

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Accenture before you apply. If we got something wrong, report this listing.

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Still listed 11 hours ago