Customer Support Quality Analyst (QA)

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 Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations.

Customer Support Quality Analysts (QA) 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.

Key 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

Role Requirements:

• This is an onsite in San Antonio, TX. You will be expected to relocate to and work in San Antonio, TX, and the pay range is set accordingly.

• Must be flexible to work any shift including weekends and holidays

• The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

Basic Qualifications:

• Minimum 2 years of contact support experience or concierge services

• Minimum of 6 months’ experience in a quality role

Preferred Qualifications:

• Excellent communication and interpersonal skills

• Strong organizational and administrative skills

• Participate and lead calibration sessions

• Basic understanding of how Gen AI and LLM behave and self-correct. Knowledge or experience in user acceptance testing/UX impact product development

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location                                Hourly Salary Range

California                                          $24.36 to $24.36                                      

Cleveland                                         $24.36 to $24.36                                        

Colorado                                           $24.36 to $24.36                                         

District of Columbia                        $24.36 to $24.36                                         

Illinois                                               $24.36 to $24.36                                         

Maryland                                          $24.36 to $24.36                                       

Massachusetts                                $24.36 to $24.36                                         

Minnesota                                        $24.36 to $24.36                                        

New York/New Jersey                    $24.36