Customer Support Quality Analyst (QA)

Accenture Flex Quality Analyst

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining job experience with one of the world's leading professional services organizations.

Quality Analysts (QA) 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.

Key Responsibilities:

• Conduct QA evaluations of the agent's 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
• 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

Role Requirements:

• This is an onsite in San Antonio, TX
• Must be flexible to work any shift between 5:00 am 12:00 am PT including weekends and holidays
• The role requires candidate pass English Assessments (written and spoken) with a minimum score of C1 for each

Basic Qualifications:

• Minimum of 2 years' contact support experience

Preferred Qualifications:

• Experience working within a QA capacity
• Excellent communication and interpersonal skills
• Strong organizational and administrative skills
• Participate and lead in calibration sessions

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.

California $33.64 to $33.64

Colorado $28.30 to $28.30

District of Columbia $28.54 to $28.54

Illinois $26.91 to $26.91

Minnesota $25.87 to $25.87

Maryland $25.50 to $27.10

New York/New Jersey $26.56 to $34.80

Washington $27.84 to $27.84

About Accenture:

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces. Join Accenture to work at the heart of change.