Skip to main content Skip to footer

Service Desk Quality Management

multiple locations +view all Job No. r00150259

Job Description

Capability Team: Work includes evaluation of verbal and non-verbal transactions of SD clients by conducting audits, submission of reports, engaging in continuous improvement and governance activities. The client values accuracy, efficiency and improvements Our team values commitment, dedication and flexibility. Our teams vision is the be the go-to team for training, quality and process intervention and improvement efforts

  • Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running.
  • Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.



  • Ensure standards of user transactions and tickets are maintained Interaction Audits Ticket Life Cycle Audits Voice of the Customer Analysis Employ strategic and tactical approach to overall quality governance Coaching , Calibration, Dispute Management, QA Tips, Spot Checks QA Audit Forecast and Plan - Sampling Strategy Review Take Production Calls/Chat/SSP/Email QA Rewards and Recognition, PKT, QA Talk / Training
  • Continuously apply improvement measures for overall quality of delivery QA forms and Measurements Reviews Call Handling P1/P2 Process Handling Review Maturity Assessment Review Quality Improvement Plan Implementation
  • Maintain a healthy communication line with internal and external clients Business Reviews Touchpoints RCA Reports and Analysis Proactive Governance on implementation of QA Framework Ensure transformation of quality practices based on QA Maturity Level Tool Conduct cluster business reviews Increase Team Engagement Frequent and regular one-on-one meaningful conversations with direct reports Conduct regular team meetings
  • Give frequent feedback, recognition and awards Provide opportunities for career growth Enforce cross-skilling and upskilling activities for QA Analysts Actively Manage completion of ELECTIVE training Encourage a learn and teach approach for all team members
  • Employ strategies to build and invigorate client relationships Conduct Regular touchpoints with Operations Leads and Managers Provide ad-hoc services


Cebu, Mandaluyong City, Muntinlupa, Quezon, Taguig

Life at Accenture

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.

Work Environment

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

Learn more about Accenture

Our Expertise

See how we embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

Meet Our People

From entry-level to leadership, across all business and industry segments, get to know our people harnessing technology to make a difference, every day.

Stay connected

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

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

Job Alert Emails

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