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Form of workAccenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
Job Description:
The Quality Analyst will leverage their call center and quality management experience to deliver performance optimization and continuous improvement on multiple client projects as assigned, 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.
Key Responsibilities
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.
Basic Qualifications:
Minimum of 2 years' experience working in a call center environment.
Minimum of 1 year Quality Auditing experienc
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.
Associates Degree.
Professional Skill Requirements:
Proven ability to build, manage 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.
Ability to work independently, prioritize and meet deadlines.
Can develop and deliver process documentation improvements.
Ability to work on multiple projects assignments time management skills.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here.
California $22.26 to $49.33
Colorado $22.26 to $42.64
New York $20.63 to $49.33
Washington $23.70 to $45.38
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 Employment 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.
