Accenture Quality Assurance Specialist in Houston, Texas
Title: Quality Assurance Specialist Location: USA-Southwest Job Number: 00453979
Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
Performance, Risk and Quality professionals ensure high performance is delivered for Accenture and our clients through performance optimization and continuous improvement, quality and risk management.
Job Description The Quality Assurance Analyst 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 QA Analyst will facilitate calibration sessions with Team leads generate timely and accurate reports on a daily, weekly, and monthly basis perform quality analysis and be capable of identifying root causes and corresponding action items to improve and or sustain performance. This person will also be responsible for facilitation of department meetings to ensure processes are aligned with the current business rules and performing quality coaching and feedback sessions would also be part of this role. The QA Analyst will report to a Quality Team Manager and work shift hours 8:30am 5:30pm CT.
Responsibilities may include:
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities Communication updates regarding process changes and updates to the team documents Assist with work assignments and information between shifts. May include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours 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 Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases Prepare, analyze and interpret complex reports information and formulate conclusions Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned Assist to identify, document, and review opportunities for team improvement in procedures processes standards to gain cost effectiveness and efficiency provide cost estimates and execute implementation of improvements Conduct daily audits reviews Qualifications: Basic Qualifications
Minimum of 1 year of quality assurance experience in a contact center environment Minimum of 1 year experience working with Microsoft Office High School Diploma or GED Preferred Skills
Active User of Social Media Bachelor s Degree preferred Excellent Communication skills, both verbal and written Ability to proactively submit suggestions and take action based on data analysis Ability to work in a deadline driven environment Bilingual English Spanish is preferred 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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status). Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. Equal Employment Opportunity 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. Job: Performance, Risk & Quality