Job Description

• Performing quality review

• Tagging Dsats (dissatisfied customer survey responses)

• Maintain Csat process

• Resolving quality disputes

• sending quality communications/reminders to the relevant teams

• Providing 1:1 feedbacks and coaching to agents

• Preparing for/delivering monthly quality team meetings

• Carrying out quality reporting

• Providing back-up to other WAs in case of absences

• Ensure comprehensive process knowledge for their aligned tower(s)

• Measure agents' adherence to internal and external policies and procedures

• Improve consistency and quality of the communication of interactions across all customer channels

• Access business execution - detect and report broken or inefficient policies, processes or operational issues across their aligned tower(s) and provide suggested improvement where possible (partnering with SMEs)

• Escalate potential quality issues, such as not hitting SLAs/not conducting the expected amount of Quality reviews, immediately to Quality management

• Detect and report broken or inefficient Quality processes and provide suggested improvements


• Open to College graduate and undergraduate with relevant work experience • Must have at least 3 years of work experience in Quality Assurance (QA) under BPO industry • Excellent verbal and written English communications skills • Able to adapt quickly to changes in workflow • Mastery of all customer-communication • Comfortable communicating with all levels of management

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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