10 days old

QA Associate

San Jose, CA 95115


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 FORTUNEs 100 Best Companies to Work For and
Diversity Incs 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 Accentures clients, you
will work with a highly skilled, diverse network of people across Accenture
businesses who are using the latest emerging technologies to address todays
biggest business challenges.





As an
Accenture Flex employee, you will receive competitive rewards, access to
benefits programs and world-class learning resources, while gaining job
experience with one of the worlds leading professional services organizations





The QA Specialist reviews and assesses
the quality of reviews performed by analysts and checks their compliance to the
client policies. They liaise with other support teams and provide feedback on
error trends in order to raise the Quality rate of the analysts and project.
They are skilled at reporting their findings back to leadership in a timely
manner and ensures proper documentation, notification, escalation, tracking of
quality scores and follow-up of all incidents. Primary responsibilities are
focused on making sure the quality of the project does not drop below
contractual requirements.








Assess the quality of all analysts on the project.

Complete the required number of quality assurance audits

Identify holes in customer policies and provide feedback accordingly.

Calibrate with various vendor and client
teams on policy knowledge on a weekly basis to ensure consistent quality
assurance across board.

Develops and maintains knowledge of customer and customer specific business
processes.

Develops and maintains product knowledge, industry knowledge, and business
and professional skills by participating in on the job training and classroom
training

Shares information required for the team to be successful

May perform follow up on incidents with customer to ensure customer
satisfaction

May identify root causes for customer dissatisfaction and recommend solutions
to improve overall customer satisfaction

May take accountability for effectively handling senior level escalations or
customer complaints received via various sources

May assist with monitoring and tracking incidents to ensure resolution occurs
within the customer Service Level Agreement




Basic Qualifications:


High School Diploma or Equivalent








Preferred Skills:





Problem Solving & Escalation
Management


Call/Conversation Management


Customer Interaction


Research Ability


Attention To Detail


Writing Composition


Multi-tasking


Typing Skills





Passion for Quality

Proficient in Google Docs.

Ability to summarize articles into succinct phrases for ease of
understanding.

Ability to read and interpret policy/process maps accurately

Proactive with a strong work ethic and eagerness to go the extra mile.

Resourcefulness and creative thinking

Adaptable to learn new processes, concepts, and skills.

Demonstrates the ability to work as part of a team adding positive attitude
and business focus.

Ability to work in a fast-paced deadline driven environment.








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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or
any other non-immigrant status).


Candidates who are currently employed by a client of
Accenture or an affiliated Accenture business may not be eligible for
consideration. Accenture is a Federal Contractor and an EEO and
Affirmative Action Employer of Females/Minorities/Veterans/Individuals with
Disabilities.


Equal Employment Opportunity





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. Job candidates
will not be obligated to disclose sealed or expunged records of conviction or
arrest as part of the hiring process. Accenture is committed to providing
veteran employment opportunities to our service men and women.




Categories

Posted: 2020-01-15 Expires: 2020-02-14

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QA Associate

Accenture
San Jose, CA 95115

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