Accenture-posted 6 months ago
$33 - $33/Yr
Full-time
Mountain View, CA
Professional, Scientific, and Technical Services

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.

  • 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
  • Minimum of 2 years' contact support experience
  • Experience working within a QA capacity
  • Excellent communication and interpersonal skills
  • Strong organizational and administrative skills
  • Participate and lead in calibration sessions
  • Competitive rewards
  • Access to benefits programs
  • World-class learning resources
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