Quality Auditing Analyst

Job Description

• Acts as a Subject Matter Expert (SME) for Quality function.
• Functions as 1st level of escalation in terms of Quality performance and reports.
• Performs regular Quality audits based on accepted standards in sampling to ensure delivery is consistent and at par with client standards.
• Provide real time notification to front line processors / agents on observations gathered from monitoring
• Facilitates Calibration sessions with the Operations team and the Client
• Generates timely and accurate reports wherein daily, weekly and MTD scores are available on an agent, team and SOW level
• Assists in implementing plans and strategies designed and developed for rolling-out quality initiatives to the operations team
• Conducts Weekly/Monthly business reviews with stakeholders on overall Quality and CSAT performance.

Job Qualifications

• At least 2 years relevant experience in Quality Auditing/Quality Assurance
• Open to undergraduate with relevant experience
• In depth and excellent knowledge in using Avaya CMS application
• Excellent knowledge in using Microsoft Excel.
• Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans

Equal Employment Opportunity Statement

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.