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 784,000 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. • Quality control is a process by which entities review the quality of all factors involved in production • 3 years of work experience working within a QA capacity • Excellent communication and interpersonal skills • Strong organizational and administrative skills • Lead calibration sessions
What are we looking for? • 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: • 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 • 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 • Understanding of priority and severity frameworks and classification schemas. • Experience in QA testing, triage, bug reproduction, or labeling workflows. • Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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