Accenture India
Accenture India | Quality Assurance Analyst
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Job Highlights
Roles and responsibilities
- Quality Analysts (QA) Leads are responsible for performing audits providing feedback root cause analysis in the event of a metric or service level miss and accuracy across the team and scorecards.
- Conduct QA evaluations of the agents output in the form of a QA form or scorecard.
- Perform a deep dive on the accuracy of the incoming request which includes how the overall customer experience was handled.
- Conduct root cause analysis and other data calibration with the team the client and internal stakeholders.
- Conduct health checks on the team with areas for process refreshers based on errors and recommendations to the Training Team.
- Act as liaison with Managers and Team Leads to ensure consistent quality measurements throughout the operation.
- Lead project team in problem prevention and continuous improvement projects.
- Act as escalation point of contact for process questions issues and resolution.
- Provide QA progress reports to Team Leads.
- Conduct coaching sessions to assist team leads when required.
- Analyze Customer Satisfaction Survey results where applicable & recommend improvement efforts.
- Administer the QA issue repository and ensure all escalations are properly addressed
What are we looking for?
- Excellent communication and interpersonal skills.
- Strong organizational and administrative skills.
- Understanding of priority and severity frameworks and classification schemas.
- Experience in QA testing, triage, bug reproduction, or labeling workflows.
- Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).
About the company
Accenture
Accenture is a global professional services company working in strategy and consulting, technology, operations and digital transformation. It took its current name in 2001 after separating from Arthur Andersen, where it began as Andersen Consulting.
India is one of Accenture's largest talent bases. Finance professionals there mostly work in finance and accounting operations for global clients: record-to-report, procure-to-pay, order-to-cash, financial planning and analysis, and related advisory work.
