Accenture Quality Analyst in San Jose, California

Title: Quality Analyst Location: USA-West Job Number: 00579287

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. Quality assurance analysts will work with quality lead to provide audits to assess and monitor team’s quality against SLAs.

Key Responsibilities:

  • Auditing across multiple verticals

  • Monitoring analyst’s performance

  • Monitoring products performance

  • Helping onboard new hires with supplemental trainings, and Ad hoc audits

  • Determining product training needs

  • Providing one on one quality feedback to analysts

  • Attending weekly QA and product syncs

  • Contributing to the development of reference and training materials

  • Working closely with operations and training team to carry out actions plans

  • Quality deep dives focusing on key quality areas

  • Help refine new projects by providing feedback to stakeholders on how to improve all processes and providing ad hoc audits to ensure smooth handoff

  • Training in unfamiliar products to better understand relationships between all products Providing QA reports and analysis to identify quality trends on weekly, monthly, and quarterly basis

  • Jumping into the queues during peak volume times to ensure team s SLAs are met

Qualifications:

Basic Qualifications:

  • Minimum of 1 year experience of customer service

Preferred Qualifications:

  • QA technical support

  • QA Strong interpersonal communications skills

  • Must be detail oriented

  • Ability to work in teams

  • Fluency in English

  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications

  • Online advertising experience

  • Experience using Social Media products

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