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

As a Quality Assurance Associate, you will will have responsibility for performing regular quality audits based on established standards to ensure quality service to customers is consistently met, according to department service metrics. The QA Analyst will facilitate calibration sessions with Team leads generate timely and accurate reports on a daily, weekly, and monthly basis perform quality analysis and be capable of identifying root causes and corresponding action items to improve and or sustain performance. Facilitation of department meetings to ensure processes are aligned with the current business rules and performing quality coaching and feedback sessions would also be part of this role. The QA Analyst will report to a Quality Team Manager.

Duties and Responsibilities

  • Assess the quality of analysts on the project

  • Meet volume and quality targets for all quality assurance audits

  • Develop and maintain knowledge of client and their business needs processes

  • Develop and maintain an understanding of client Service Level Agreements and department’s key performance requirements

  • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job and classroom trainings

  • Take accountability for effectively handling escalations

  • Identify root causes for business related issues and recommend solutions to improve overall client satisfaction

  • Assist with monitoring and tracking incidents to ensure timely resolution

  • Deliver individual and group feedback, provide coaching sessions, motivating and encouraging analysts to improve performance

Location

The work is currently virtual/remote for an undetermined time.  Once the client returns to the office, the work will be based at the client premises, located Downtown Chicago, IL.  This role requires a distinct level of professionalism. Relocation assistance is not provided.

Hours & Shifts

The role requires availability to work 5 out of 7 days a week, including holiday and weekends.  Given the nature of our business being 24/7, 365 days a year, incumbents will need to bring a degree of flexibility, and remain open to working different hours, shifts/rotating shifts, including holidays and weekends.

Training

Individuals are provided paid training.

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Qualifications

Basic Qualifications

  • High School Diploma or GED

  • Minimum of 1 year quality assurance experience in a contact center environment

  • Minimum of 1 year customer facing experience

Preferred Skills / Experience

  • Bachelor’s Degree

  • Ability to explain information and concepts clearly and succinctly for others to easily understand

  • Ability to read and interpret policy process maps accurately

  • Active user of Social Media

  • Experience with MS Excel - Intermediate

  • Experience working with Microsoft Office

Professional Skills

  • Excellent communication (verbal and written), facilitation, and interpersonal skills

  • Passion for ensuring a world class user support experience

  • Quick learner and adaptable to learn new processes, concepts, and skills

  • Excellent organizational and time management skills

  • Strong attention to detail, results-oriented, self-directed, and inquisitive

  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities

  • Ability to remain neutral and review work as defined by policies and procedures and keeping personal bias aside

As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the starting pay for this role is  $22.32 per hour and information on benefits is here  .



What We Believe


We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


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.


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


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.


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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

Please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for medical or religious accommodation to this vaccination requirement during the recruiting process.

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