Quality Assurance Analyst

About The Role

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years
About AccentureCombining 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 worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com

What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.The role is responsible for understanding client requirements and knowledge of voice and/or non voice quality audits and related reporting along with basic analytics.Audit and manage effective implementation and delivery of functional processes within operations to mitigate risk. e.g. Policies; Anticorruption, BCM, InfoSec, P104, Records Management and Contractor controls. Establish processes to audit/validate current control effectiveness and drive improvements wherever required.

What are we looking for Competent in all minimum skill required by Customer Service RepresentativeKnowledge of Transaction Monitoring ProcessAbility to monitor as per the Transaction Monitoring ProcessKnowledge of quality related tools & reportingAbility to use Verint System to monitor calls if indicatedBasic understanding of OE maturity frameworkComplete knowledge of product/processes/Operational MetricStrong communication skills-written & oralStrong interpersonal skills with the ability to identify and resolve customers needs with appropriate empathyStrong internet and computer literacy skillsPrevious experience working in Call Center Experience in conducting trainings would be an added advantageMust Possess Good Communication Skills - verbal and writtenCoaching Experience will be considered an assetA score of 80% or above in Written Test (General Aptitude, Mathematic Skills, Excel & Computer Basics)Customer Service OrientationAbility to Work in TeamsMinimum 18 months of locking period for lateral movementShould be ready for night shifts (Any 10-hour shift)
Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Knowledge of client s quality expectations Knowledge of clients quality scoring system Competent in all minimum skills required by Customer Service Associates Knowledge of quality related reporting Ability to use monitoring tools
Qualification
Any Graduation