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Accenture Flex - Quality Assurance Analyst (Austin, TX)

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00583138

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- Job description

Accenture Flex offers you the flexibility of short-term, project-based work powered by Accenture, a leading global professional services company.  Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and DiversityInc’s Top 50 Companies for Diversity lists.  
   
As an Accenture Flex employee, you’ll apply your skills and experience to help drive 
business transformation for leading organizations and communities.  In addition to  
delivering innovative solutions for Accenture’s clients, you’ll work with a highly skilled,  
diverse network of people across Accenture businesses who are using the latest emerging  
technologies to address today’s biggest business challenges.  You’ll receive competitive 
rewards and access to benefits programs and world-class learning resources.  

Role Overview

As a Quality Assurance Analyst, you will perform quality assurance support.  This includes the review of all design, development, production, installation, service and documentation activities to establish confidence among all stakeholders that quality-related activities are being performed effectively. 

 

Day-to-day responsibilities may include, but are not limited to:

  • Reviews quality issues to include training, customer service, communication, workflow, reporting, SLAs, coaching, appraisal, etc.
  • Asses the quality of all analysts on the project.
  • Maintain optimum utilization during a working shift
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • Maintain up-to-date knowledge all policy changes
  • Complete the required number of quality assurance audits
  • Identify holes in customer policies and provide feedback accordingly.
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • Report to the management team identified error trends daily.
  • Provide error feedback to agents when mistakes are found and log them in tracking system

Location

This is not a virtual/remote role; the work is based at the client premises in North Austin.  This role requires a distinct level of professionalism. 

Hours / Shifts

 

Due to the nature of our business being 24/7, 365 days ay ear, incumbents must be willing to working any shift on a rotating schjedule. 

 

  • Individuals will work 5 out of 7 days a week with 2 consecutive days off on a 9-hour shift with a 1-hour break
  • Shifts will rotate monthly
  • Team Leads will try to accommodate individual schedules, but guarantees cannot be made.  As such, incumbents will need to bring a degree of flexibility, and remain open to working rotating shifts. 

NOTE: Notwithstanding anything contrary to the above, shifts and rotation frequency are subject to change, depending upon business needs.  

Shift Premiums

There is an hourly rate premium for hours worked between 10:00 PM – 7:00 AM; weekends; and Local Public Holidays (as defined by Accenture and/or Accenture Flex. 

Training

Individuals are provided paid training (typically 3-4 weeks or 4-6 weeks), depending on the group supported.  During the training and initial ramp-up period, individuals will work day hours as determined by the team.  Thereafter, they will shift to their schedule. 

Basic Qualifications

  • Minimum of 1 year Quality Assurance or Customer Service experience
  • High School Diploma or equivalent
  • Minimum 1 year of functional experience with Microsoft Excel (PivotTable, charts, statistical functions), including Word and PowerPoint

Preferred Qualifications

  • Bachelor’s Degree desirable
  • Prior experience in an Operations/Call Center environment

Professional Skills Requirements

  • Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels
  • Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities
  • Passion for corporate mission and ensuring a world class user support experience
  • Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making
  • Quick learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard
  • A reliable, proactive approach to entrusted tasks
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment
  • Proven track record of collaborating with cross-functional groups to produce results

 

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.

 

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.

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