Job
Description
About The Role
Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support
Designation: Business Advisory Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
What would you do? We are looking for a detail-driven and process-savvy Quality Assurance & Control Specialist to ensure operational excellence across all service lines, including customer support, escalation handling, project support, and program maintenance. This role is responsible for monitoring performance, identifying deviations from quality standards, ensuring adherence to client SOPs, and driving continuous improvement in both delivery and process outcomesAs a Quality Assurance & Control Specialist, you will act as the gatekeeper of quality across the entire service lifecycle. You will review operational outputs, monitor processes, identify gaps or inefficiencies, and ensure that all activities meet predefined quality standards and client expectations. This role demands a strong understanding of workflows, exceptional attention to detail, and the ability to balance compliance with operational flexibility. Your work directly contributes to sustaining client trust and internal accountability.
What are we looking for? ?High attention to detail and commitment to accuracy?Strong analytical skills and the ability to identify root causes of quality lapses?Objective decision-making and the confidence to flag quality risks?Good written and verbal communication for reporting and stakeholder feedback?Prior experience in auditing support functions, escalations, or program processes?Familiarity with standard QA practices, error tracking, and process complianceAudit process knowledgeCompliance evaluationCross-functional scalabilityEnglish language competency Shareholder communications Framework creation and documentation
Roles and Responsibilities:
In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts?Quality Oversight Across Functions?Monitor and audit service delivery quality across support cases, escalations, project deliverables, and maintenance activities?Assess whether actions taken align with operational guidelines and quality standards?Review documentation for completeness, accuracy, and compliance?Process Compliance & SOP Adherence?Ensure all workflows strictly follow the client's standard operating procedures (SOPs)?Flag inconsistencies, non-compliance, or deviations in handling cases, requests, or reviews?Support teams in interpreting and applying SOPs correctly in complex or edge cases?Quality Reporting & Insights?Generate regular quality performance reports with actionable insights and recommendations?Track metrics like error rate, compliance score, corrective actions taken, and re-audit rates?Partner with operations leads to implement quality improvement plans?Ability to identify patterns, causes of failure, and recommend preventive actions, create CAPA, RACI, RCA?Training & Feedback Loop?Share quality trends and error insights with relevant teams to drive awareness and learning?Contribute to refresher trainings and onboarding materials based on recurring quality issues?Support calibration sessions to maintain consistency in quality standards across reviewers
Qualification Any Graduation
