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Accenture · 16 hours ago

Customer Support Quality Analyst (QA)

San Antonio, 10931 Laureate Drive, OPS

Full-time

Onsite

Entry, Mid Level

$24.36/hr - $24.36/hr

2+ years exp

Accenture is a leading global professional services company that helps organizations build their digital core and optimize operations. The Customer Support Quality Analyst (QA) will conduct audits, provide feedback, and perform root cause analysis to ensure quality in customer support operations.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

Conduct QA evaluations of the agent’s 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

Participate as project team member 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

Qualification

Quality AssuranceRoot Cause AnalysisCustomer Support ExperienceGen AI UnderstandingAdministrative SkillsCommunication SkillsInterpersonal SkillsOrganizational Skills