Quality Assurance Analyst

Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client's office or in one of Accenture's 50 delivery centers around the world.

The Quality Assurance Analyst will have responsibility for performing regular quality audits based on established standards to ensure quality service to customers is consistently met, according to department service metrics. The QA Analyst will facilitate calibration sessions with Team leads generate timely and accurate reports on a daily, weekly, and monthly basis perform quality analysis and be capable of identifying root causes and corresponding action items to improve and or sustain performance. Facilitation of department meetings to ensure processes are aligned with the current business rules and performing quality coaching and feedback sessions would also be part of this role. The QA Analyst will report to a Quality Team Manager and work shift hours 8:30am -5:30pm CT.

Key Responsibilities:

· Demonstrates expert knowledge of processes and related systems to effectively perform responsibilities
· Responsible for communication updates regarding process changes and updates to the team documents
· Assists with work assignments and information between shifts. May include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
· Performs and or ensures completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
· Identifies and assists with development of support materials for team use, e.g., training manuals, job aids, and views in databases
· Prepares, analyzes and interprets complex reports information and formulate conclusions
· Acts as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned
· Assists to identify, document, and review opportunities for team improvement in procedures processes standards to gain cost effectiveness and efficiency provide cost estimates and execute implementation of improvements
· Conducts daily audits reviews

Desired profile

Qualifications :

Basic Qualifications:

·  Minimum of 1 year of quality assurance experience in a contact center environment
·  Minimum of 2 years' experience MS Excel Intermediate/Advanced
·  Minimum of 1 year experience working with Microsoft Office
·  High School Diploma or GED

Preferred Qualifications:

·  Active User of Social Media
·  Bachelors' Degree
·  Bilingual English/Spanish

Professional Skill Requirements:

·  Excellent Communication skills both verbal and written
·  Ability to proactively submit suggestions and take action based on data analysis
·  Ability to work in a deadline driven environment

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran opportunities to our service men and women.