Job Description

Accenture Flex offers you the flexibility of fixed duration 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 Diversity Inc’s Top 50 Companies for Diversity lists. 

As an Accenture Flex employee, you will 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 will 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 will receive competitive rewards and access to benefits programs and world-class learning resources. 

Job Description:
The Quality Analyst will leverage their call center and quality management experience to deliver performance optimization and continuous improvement on the client project while assessing and mitigating risks that could impact success and client delight. 
The right candidate will have a solid understanding of call center operations, customer service and project management. 
Support high performance and continuous improvement through quality management processes that drive client quality excellence and business performance. 
Support process improvement efforts using quality methodologies and principles. 
Provide input for weekly and or monthly reports and review meetings. 
Monitor, measure, and analyze standardized processes. 
Support the delivery of high performance through quality and risk management. 
Verify that work is consistently and effectively performed according to established procedures and guidelines. 
Recommend and help to implement strategies and actions to mitigate risks and solve issues. 
Assist in the administration and tracking of skill assessment and measurements. 
Partner with client resources on improvement projects across all lines of business. 
Collaborate with the training team as needed to develop and improve their ongoing curriculum. 
Work effectively in a team environment by supporting change and adding value


Qualifications

Basic Qualifications: 
HS Diploma or GED 
Minimum 2yrs call center experience 
Minimum 1yr quality auditing experience 

Preferred Qualifications: 
Experience in process analysis and continuous improvement within delivery operations 
Demonstrated teamwork and collaboration in a professional setting 
Analysis and solving of moderate to complex problems 
Proficiency in MS Excel 

Professional Skill Requirements: 
Proven ability to build and foster a team oriented environment 
Proven ability to work creatively and analytically in a problem solving environment 
Excellent communication written and oral and interpersonal skills 
Can develop and deliver process documentation improvements 
Ability to work on multiple projects assignments time management skills 

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. 

Equal Employment Opportunity Statement: 
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities. 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. Accenture is committed to providing veteran employment opportunities to our service men and women. For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement Requesting An Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter. Other Employment Statements Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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