Quality Assurance Analyst

Skill required: Quality Checks - Operational Audit & Compliance 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 784,000 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? • •Quality Analysts (QA) Leads 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. • Quality control is a process by which entities review the quality of all factors involved in production • 3 years of work experience working within a QA capacity • Excellent communication and interpersonal skills • Strong organizational and administrative skills • Lead calibration sessions What are we looking for? • 3 years of work experience working within a QA capacity • Excellent communication and interpersonal skills • Strong organizational and administrative skills • Lead calibration sessions Roles and Responsibilities: • Conduct QA evaluations of the agents 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 • Lead project team 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 • Understanding of priority and severity frameworks and classification schemas. • Experience in QA testing, triage, bug reproduction, or labeling workflows. • Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.). Any Graduation Important Notice We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately. 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. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.