Quality Assurance Analyst
Accenture
0 - 3 years
Bengaluru
Posted: 25/01/2025
Job Description
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 699,000 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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Quality control is a process by which entities review the quality of all factors involved in production The Operational Audit & Compliance team focuses on auditing and managing effective implementation and delivery of functional processes within operations to mitigate risks. The role may require for you to have a good understanding of anti-corruption, BCM and infosec policies, records management and contractor controls. The team is responsible for establishing processes to validate the effectiveness and drive improvements wherever required.
What are we looking for? Competent in all minimum skill required by Customer Service Representative Knowledge of Transaction Monitoring Process Ability to monitor as per the Transaction Monitoring Process Knowledge of quality related tools & reporting Ability to use Nice System to monitor calls if indicated Basic understanding of OE maturity framework Complete knowledge of product/processes/Operational Metric Strong communication skills-written & oral Strong interpersonal skills with the ability to identify and resolve customer’s needs with appropriate empathy Thorough understanding of Client requirements and targets specific to Transaction Monitoring Client interaction would be an added advantage Management of performance(specific to Transaction Monitoring) – daily, weekly and monthly Strong communication skills-written & oral People motivation and retention skills Ability to formally evaluate performance of Quality Associates. Strong internet and computer literacy skills, technical knowledge will be an added advantage
Roles and Responsibilities: Conduct Transactional audits, compliance audits Share critical feedback on priority, drives course correction. Discuss critical and top opportunities in huddles. Conduct calibration sessions Shares Quality reports/ insights Create action plans to drive agent/ process performance. Drive bottom performers improvement on critical metrices. Collaborate with Delivery lead/SMEs to drive action plan and critical metrices Conduct reviews with delivery team lead to discuss opportunities/ Challenges/ Action Plan. These responsibilities may vary depending on the specific needs from clientsAny Graduation
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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
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 employment opportunities to our service men and women.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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