Accenture India | Quality Assurance Specialist

Responsibilities

• You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
• You will also be responsible for closing the fault and complaints within SLA s.
• Audit and manage effective implementation and delivery of functional processes within operations to mitigate risk.
• Establish processes to audit validate current control effectiveness and drive improvements wherever required.
• Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team.
• Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators.
• Provide guidance escalation handling agent support and performance management.
• Lead huddles with the team to drive results, monitor progress and track status frequently throughout the day flagging risks when they present themselves.
• Handle escalations provide coaching and address real time questions to ensure customer service is top priority.
• Drive overall performance?of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results.
• Assist?agents with questions and best practices provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship
• Maintains an awareness of the client s b
• Be accountable for the teams performance with key performance indicators that will be measured and reported daily •

What are we looking for?

• Minimum of 2 years team management experience.
• Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness.
• Ability to work on own initiatives while in a team environment having a business and client impacts.
• Ability to work rotating shifts as directed by their team and is subject to change.
• Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling or annotation user interfaces.
• Understanding of priority or 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.).
• Ability to deep dive on targets gaps and perform root cause analysis on teams performance.

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.

• Industry: Professional services and IT
• Headquarters: Dublin, Ireland
• In India: Delivery centres in Bengaluru, Hyderabad, Pune, Mumbai, Chennai, Gurugram and other cities