The Quality auditing analyst role will be responsible for agent-wise quality monitoring of transactions (chats, email, call recordings), team level quality analysis, conducting calibration, creative approvals, performing fraud audits and compliance audits, and defining and updating quality frameworks to match the workflows<br/>
• Monitoring calls and non-voice transactions for TSRs to ensure program QA and CSAT targets are met. <br/>
• Track team reporting, present audit findings to client and internal stakeholders, provide feedback and coaching to agents to improve quality, attend sessions with client stakeholders to provide insights on quality improvements and collaborate with training to help develop agent quality improvement plans<br/>
• Involved in Change management<br/>
• Ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives<br/>
Equal Employment Opportunity Statement
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.
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