Senior Quality Auditing Analyst - Customer Service Operations

Quality Auditing Senior Analyst-Messaging

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Quality Auditing Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:English(Domestic) - Advanced
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? We are looking for a detail-driven and process-savvy Quality Assurance & Control Specialist to ensure operational excellence across all service lines, including customer support, escalation handling, project support, and program maintenance. This role is responsible for monitoring performance, identifying deviations from quality standards, ensuring adherence to client SOPs, and driving continuous improvement in both delivery and process outcomes. As a Quality Assurance & Control Specialist, you will act as the gatekeeper of quality across the entire service lifecycle. You will review operational outputs, monitor processes, identify gaps or inefficiencies, and ensure that all activities meet predefined quality standards and client expectations
What are we looking for? ? Experience ? 3–5 years in quality assurance, quality control, or service delivery audit roles ? Prior experience in auditing support functions, escalations, or program processes ? Familiarity with standard QA practices, error tracking, and process compliance ? Soft Skills ? High attention to detail and commitment to accuracy ? Strong analytical skills and the ability to identify root causes of quality lapses ? Objective decision-making and the confidence to flag quality risks ? Good written and verbal communication for reporting and stakeholder feedback
Roles and Responsibilities: ? Quality Oversight Across Functions ? Monitor and audit service delivery quality across support cases, escalations, project deliverables, and maintenance activities ? Assess whether actions taken align with operational guidelines and quality standards ? Review documentation for completeness, accuracy, and compliance ? Process Compliance & SOP Adherence ? Ensure all workflows strictly follow the client’s standard operating procedures (SOPs) ? Flag inconsistencies, non-compliance, or deviations in handling cases, requests, or reviews ? Support teams in interpreting and applying SOPs correctly in complex or edge cases ? Quality Reporting & Insights ? Generate regular quality performance reports with actionable insights and recommendations ? Track metrics like error rate, compliance score, corrective actions taken, and re-audit rates ? Partner with operations leads to implement quality improvement plans ? Ability to identify patterns, causes of failure, and recommend preventive actions, create CAPA, RACI, RCA ? Training & Feedback Loop ? Share quality trends and error insights with relevant teams to drive awareness and learning ? Contribute to refresher trainings and onboarding materials based on recurring quality issues ? Support calibration sessions to maintain consistency in quality standards across reviewers