Role & seniority: Quality Assurance Specialist (7–11 years exp); manages a team of Call Quality QAs

Stack/tools: Data analysis (basic graphs: bar, pie, run chart, Pareto); recording application; quality tools/OE; quality scoring systems; monitoring tools; client/vendor interfaces

Top 3 responsibilities

Lead and manage the Call Quality QA team
Ensure adherence to client quality scoring, reporting, and performance targets (Transaction Monitoring)
Interface with clients and internal/external stakeholders; monitor and evaluate QA performance; drive improvements

Must-have skills

Thorough knowledge of product/processes and client requirements
Data analysis basics and ability to present graphical data
Proficiency with recording applications and quality-related tools
Strong written and verbal communication; people motivation/retention; formal performance evaluation
Internet/computer literacy; ability to use monitoring tools

Nice-to-haves

Experience in Transaction Monitoring contexts
Direct client interaction experience; leadership/people-management track record
Deep familiarity with OE (operational excellence) principles

Location & work type

Location: Not specified
Work type: Not specified

Full Description

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Specialist

Qualifications: Any Graduation

Years of Experience: 7 to 11 years

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 699,000 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? "Manage a team of Call Quality QAs "

What are we looking for? "

Unique Knowledge & Skill Requirement Complete knowledge of product/processes Data Analysis- Basic Graphical Representation of Data (Bar Graph, Pie Chart, Run Chart,Pareto,etc) Ability to use recording Application Should have basic understanding of Quality related tools and OE Thorough understanding of Client requirements and targets specific to Transaction Monitoring Client interaction would be an added advantage Management of performance(specific to Transaction Monitoring) – daily, weekly and monthly Strong communication skills-written & oral People motivation and retention skills Ability to formally evaluate performance of Quality Associates. Strong internet and computer literacy skills, technical knowledge will be an added advantage " Roles and Responsibilities: " Knowledge of client’s quality scoring system Competent in all minimum skill required by Quality Associates Knowledge of quality related reporting Interfacing with client / VMT Weekly/daily interactions with internal/extrenal stake holders Ability to use monitoring tools " Show more Show less