Customer Support Quality Analyst (QA)

Accenture•San Antonio, TX

6h•Onsite

About The Position

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. Customer Support 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.

Requirements

Must be flexible to work any shift including weekends and holidays
The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion
Minimum 2 years of contact support experience or concierge services
Minimum of 6 months’ experience in a quality role

Nice To Haves

Excellent communication and interpersonal skills
Strong organizational and administrative skills
Participate and lead calibration sessions
Basic understanding of how Gen AI and LLM behave and self-correct.
Knowledge or experience in user acceptance testing/UX impact product development

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