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Quality Assurance Senior Analyst

Quality Assurance Senior Analyst

Accenture

5 - 8 years

4 - 9 Lacs

hyderabad

Posted:8 hours ago| Platform:

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Skills Required

root cause analysis operations audit quality analysis quality check quality assurance quality control quality audit internal control auditing accounting internal audit process audit qc quality management coaching customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
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

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

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)

3 years of work experience working within a QA capacity

Excellent communication and interpersonal skills

Strong organizational and administrative skills

Lead calibration sessions

Roles and Responsibilities:

Lead project team 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
Qualification Any Graduation

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Quality Assurance Senior Analyst