offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and Diversity Inc’s Top 50 Companies for Diversity lists.
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.
As a Quality Assurance Analyst,
you 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 overall QA Team is tasked with evaluating and ensuring quality delivery of the assignments for the team. You will enjoy building relationships with team members, adapt quickly to change, and demonstrate grit that will inspire others to strive for superior results.
Duties and Responsibilities
Review and conduct audits for quality assurance including appeals
- Work together with client to develop Quality Assurance Framework
- Work with senior analysts and team leads to define project scope, calibration schedule
Maintain an understanding of customer Service Level Agreements and department’s product and key performance requirements
- Perform and or ensure 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
- Maintain historical data with regards to volumes, interrogate data, develop insights and prepare reporting information and metrics to be presented to management
- Ensure that performance reports go out on time, reporting out on quality review findings and turnaround time, as part of the governance framework
Demonstrate understanding of the client’s business needs or market and maintain high satisfaction ratings
- Act as a change agent and seek opportunities to improve knowledge on product, skills, and performance
- Obtain feedback from team lead and analysts and look at ways to improve the quality audits
- Participate in calibration sessions with peers to gauge scoring effectiveness
- Monitor sample size on a monthly basis to ensure quality of tickets
- Conduct analysis on tickets monitoring results to suggest process enhancements
The work is currently virtual/remote for an undetermined time. Once the client returns to the office, the work will be based in Austin, TX
. Relocation assistance is not provided.
Hours & Shifts
The role requires availability to work an 8-hour shift between the hours of 9:00 am to 5:30 pm, Monday through Friday. Given the nature of our business being 24/7, 365 days a year, incumbents will need to bring a degree of flexibility, and remain open to working different hours, shifts/rotating shifts, including holidays and weekends.
Individuals are provided paid training.Basic Qualifications
Preferred Skills / Experience
High School Diploma or GED
Minimum of 2 years professional work experience in an operations environment
Minimum of 1 year quality, coaching, or training experience
Industry Experience in Social Media - specifically in Law Enforcement would be a plus
Proficiency with Microsoft Office, particularly Excel e.g. pivot tables, v lookups, macros
Be open and flexible to new ideas that may alter team goal
Excellent communication (verbal and written), facilitation, and interpersonal skills
Passion for ensuring a world class user support experience
Quick learner and adaptable to learn new processes, concepts, and skills
Excellent organizational and time management skills
Strong attention to detail, results-oriented, self-directed, and inquisitive
Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
Ability to remain neutral and review work as defined by policies and procedures and keeping personal bias aside
Ability to effectively manage time and work in a fast paced, deadline driven environment
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
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.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.
Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements
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.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.