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Customer Support Quality Analyst (QA)
SAN ANTONIO STAFFING
- United States
- United States
Über
As an Accenture Flex employee, 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. 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. You will be expected to relocate to and work in San Antonio, TX, and the pay range is set accordingly. Must be flexible to work any shift including weekends and holidays. The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion. Basic Qualifications
Minimum 2 years of contact support experience or concierge services Minimum of 6 months' experience in a quality role Preferred Qualifications
Excellent communication and interpersonal skills Strong organizational and administrative skills Participate and lead calibration sessions Basic understanding of how Gen AI and LLM behave and self-correct. Knowledge or experience in user acceptance testing/UX impact product development 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. 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 $24.36 to $24.36 Cleveland $24.36 to $24.36 Colorado $24.36 to $24.36 District of Columbia $24.36 to $24.36 Illinois $24.36 to $24.36 Maryland $24.36 to $24.36 Massachusetts $24.36 to $24.36 Minnesota $24.36 to $24.36 New York/New Jersey $24.36 to $24.36 Washington $24.36 to $24.36 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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Equal Opportunity Statement. Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. 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. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 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. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. Please read Accenture's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Sprachkenntnisse
- English
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