Quality Assurance Specialist

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 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

• 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.
• Quality control is a process by which entities review the quality of all factors involved in production
• 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
• Primary skill - Operational Audit & Compliance - P1
• Secondary skill - Quality Management - P1
• Minimum of 2 years team management experience
• Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness
• Assistagents with questions and best practices provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship
• Innovate Identify and recommend process improvements
• Maintains an awareness of the client s b Roles and Responsibilities:
• Preferably practical analytical problem-solving skills through analysis
• Customer service experience and experience working in a social media environment would be advantageous
• Ability to work on own initiatives while in a team environment having a business and client impacts
• Ability to work rotating shifts as directed by their team and is subject to change
• Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling or annotation user interfaces.
• Understanding of priority or 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.).
• Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team
• Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators
• Provide guidance escalation handling agent support and performance management
• Ability to deep dive on targets gaps and perform root cause analysis on teams performance
• Lead huddles with the team to drive results, monitor progress and track status frequently throughout the day flagging risks when they present themselves
• Handle escalations provide coaching and address real time questions to ensure customer service is top priority
• Drive overall performanceof the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results
• Be accountable for the teams performance with key performance indicators that will be measured and reported daily