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.).

Qualification
Any Graduation