Customer Support Quality Analyst (QA)

As anAccenture Flexemployee, 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, while gaining job experience with one of the world’s leading professional services organizations. Quality Analysts (QA)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. Key Responsibilities: • Conduct QA evaluations of the agent’s 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 • Participate as project team member 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 Role Requirements: • This is an onsite position in San Antonio, TX • Must be flexible to work any shift between 7:00 am – 11:00 pm CT including weekends and holidays • The role requires candidate pass English Assessments (written and spoken) with a minimum score of C1 for each Basic Qualifications: • Minimum of 2 years' contact support experience Preferred Qualifications: • Experience working within a QA capacity • Excellent communication and interpersonal skills • Strong organizational and administrative skills • Participate and lead in calibration sessions #LI-NA-FY25 Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. Role Location Hourly Salary Range California $33.64 to $33.64 Colorado $28.30 to $28.30 District of Columbia $28.54 to $28.54 Illinois $26.91 to $26.91 Minnesota $25.87 to $25.87 Maryland $25.50 to $27.10 New York/New Jersey $26.56 to $34.80 Washington $27.84 to $27.84 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 theAccenture Equal Employment 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 anemailor 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. 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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.