Job Description

Position Description / Responsibilities: 
The QA team is tasked with evaluating and ensuring quality delivery of the Client Services Team. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA.  
Duties of the QA Analyst include:
•             Conduct root cause and other data analysis
•             Participate as project team member in problem prevention and continuous improvement projects
•             Identify improvement opportunities within the SMB environment
•             Act as liaison with SMB managers and Team Leads to ensure consistent quality measurements throughout the operation.
•             Provide QA progress reports to Team Leads.
•             Conduct QA evaluations per client requirements
•             Conduct call coaching sessions per client requirements
•             Conduct Health Checks for high impact transitions, as requested
•             Analyze Customer Satisfaction Survey results & recommend improvement efforts
•             Act as escalation point of contact for process questions, issues and resolution
•             Act as Subject Matter Expert (SME) for QA evaluations
•             Ensure QA evaluations are delivered to SMB Agents
•             Administration of the call recording and evaluation system
•             Contribute to the QA Team’s development and share knowledge within the team

•             Administer the QA issue repository and ensure all escalations are properly addressed

Accenture Carnival

Carnival Corporation reimagines guest experiences with high-touch tech.
Read More


Basic Qualifications:
•             BA or equivalent work experience
•             1+ years of work experience working within a QA capacity
•             2+ years of work experience in a Service Desk or Call Center
•             2+ years customer service-related work experience
•             2+ years of Service Desk Operations experience
•             Fluent in English and Hebrew language
Preferred Qualifications:
•             Ability to identify operational opportunities for improvement
•             Excellent communication and interpersonal skills
•             Strong organizational and administrative skills
•             Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
•             Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
•             Communicate comfortably with Accenture management or client points of contact.
•             Escalate conflicts in a timely manner to appropriate personnel
•             Mentor and coach others
•             Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action. 
•             Identify barriers to effective teamwork.
•             Be open and flexible to new ideas that may alter team goals.
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.


Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.



Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.


View All

Learn more about Accenture

With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All