Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 624,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

Customer Service Quality Assurance Analyst

Provide expertise in the planning, construction, and execution of test scripts. Apply business and functional knowledge including testing standards, guidelines, and testing methodology to meet the team’s overall test objectives. Ensure all testing results are easily accessible and understandable

What are we looking in Roles and Responsibilities?

• As a Quality Auditing Representative, your responsibilities will include performing quality inspections using audit procedures and documenting compliance with process requirements and quality certifications.

• You will be expected to perform independently and become a subject matter expert (SME). Active participation and contribution in team discussions and providing solutions to work-related problems are also expected.

• Intermediate proficiency in Contact Center Quality Monitoring is required. Call and Conversation Management, Customer Interaction Management, Customer Service Management, and Service Quality Management with intermediate proficiency are recommended.

• Conduct regular quality audits to ensure compliance with process requirements

• Identify areas for improvement and provide recommendations to enhance quality

• Collaborate with team members to develop and implement quality improvement initiatives

• Maintain accurate documentation of audit findings and compliance records

• Stay updated with industry best practices and incorporate them into quality auditing processes

• Managing Work

• Communicating Effectively

• Creating Business Value

• Building   Maintaining Relationships

• People Management

• Provide accurate status of assignments

• Gather team metrics.

• Report issues and instructions to reproduce them accurately and on time

#LI-LATAM

Job Qualifications

• Knowledge of Quality Services and processes.

• Knowledge of quality assurance terminology, methods, and tools

• Analytical, problem solving, and decision-making skill

• Knowledge of Microsoft Office (MS Excel – Intermediate/Advanced Level)

• Advance English level (C1)

• Health and Life Insurance 

• Accenture days, 3 additional vacation days 

• On site doctor 

• Birthday leave 

• Graduation bonus  

• Referral bonus 

• And more! 

*This is a Work from Office Role

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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.