Quality Assurance Analyst

Skill required: Quality Checks - Operational Audit & Compliance
Designation: Quality Assurance Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? Quality Analysts (QA) Leads are responsible for performing audits providing feedback root cause analysis in the event of a metric or service level miss and accuracy across the team and scorecards.
What are we looking for? • Conduct QA evaluations of the agents output in the form of a QA form or scorecard • 2 years of work experience working within a QA capacity • Excellent communication and interpersonal skills • Strong organizational and administrative skills • Participating in calibration sessions • This will be based in Hyderabad client office • Must be flexible to work in Night shift between 8 PM (IST) – 4.00 AM (IST) including weekends and holidays (It’s a 5-day working day week which may include weekends)
Roles and Responsibilities: • Perform a deep dive on the accuracy of the incoming request which includes how the overall customer experience was handled • Conduct root cause analysis and other data calibration with the team the client and internal stakeholders • Conduct health checks on the team with areas for process refreshers based on errors and recommendations to the Training Team • Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation • Participate as project team member in problem prevention and continuous improvement projects • Act as escalation point of contact for process questions issues and resolution • Provide QA progress reports to Team Leads • Conduct coaching sessions to assist team leads when required • Analyze Customer Satisfaction Survey results where applicable & recommend improvement efforts • Administer the QA issue repository and ensure all escalations are properly addressed