Quality Assurance Analyst (Voice Process)

Quality Assurance Analyst-Voice

Skill required: Quality Checks - Operational Audit & Compliance
Designation: Quality Assurance Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
Language - Ability:English(International) - Expert
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? The role focuses on enhancing advisor performance to support excellent customer experiences and align with business goals. Key skills include MS Excel proficiency, fluent English, and a quality-focused mindset. Responsibilities cover coaching, conducting audits, reporting performance, driving behavioural change, and contributing to process improvements. Objectives include meeting weekly targets, ensuring productivity, managing absenteeism, maintaining accurate reporting, and boosting quality scores. Analyst enhancing adviser performance and customer experience quality. Audit and manage effective implementation and delivery of functional processes within operations to mitigate risk. e.g. Policies; Anticorruption, BCM, InfoSec, P104, Records Management and Contractor controls. Establish processes to audit/validate current control effectiveness and drive improvements wherever required.
What are we looking for? • Strong evaluation skills• Communication capability• Analytical mindset • Experience in QA or performance management roles
Roles and Responsibilities: • Conduct quality monitoring• Deliver feedback and coaching insights• Support calibration sessions• Report quality trends