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 Fremont, CA
Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays