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Call Center QA Team Lead

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00617844

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- Job description


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 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.


The Quality Assurance Team Lead will have the following responsibilities:
  • Assess the quality of analysts on the project
  • Meet volume and quality targets for all quality assurance audits
  • Identify and provide feedback on trends or patterns, such as error trends
  • Provide suggestions for policy, process, and workflow improvements
  • Calibrate on policy knowledge with client teams on a regular basis to ensure consistent, reliable performance.
  • May identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
  • May take accountability for effectively handling escalations
  • May assist with monitoring and tracking incidents to ensure timely resolution
  • Read and interpret policy/process maps accurately

Basic Qualifications
  • Minimum 2 years Quality Assurance technical support experience
  • Minimum 2 years of managing a team
 

Preferred Qualifications

  • Associate or technical degree preferred
  • Online advertising experience preferred
  • Experience using Social Media products
  • Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
  • Strong attention to detail
  • Proficiency with Microsoft Office, particularly Excel (e.g. pivot tables, v-lookups, macros)
  • Strong verbal and written communication skills in English
  • Fluency in English
  • Flexibility and adaptability (e.g. learning new processes, policy changes)’
  • Demonstrated ability to work as part of a team, adding a positive attitude and business focus
  • Ability to effectively manage time and work in a fast-paced, deadline-driven environment 

 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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Accenture is 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.


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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