Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

The Quality Analyst will leverage their call center and quality management experience to deliver performance optimization and continuous improvement on the client project while assessing and mitigating risks that could impact success and client delight. The right candidate will have a solid understanding of call center operations, customer service and project management.

Key responsibilities:

• Support high performance and continuous improvement through quality management processes that drive client quality excellence and business performance
• Support process improvement efforts using quality methodologies and principles
• Provide input for weekly and or monthly reports and review meetings
• Monitor, measure, and analyze standardized processes
• Support the delivery of high performance through quality and risk management
• Verify that work is consistently and effectively performed according to established procedures and guidelines
• Recommend and help to implement strategies and actions to mitigate risks and solve issues
• Assist in the administration and tracking of skill assessment and measurements.
• Partner with client resources on improvement projects across all lines of business.
• Collaborate with the training team as needed to develop and improve their ongoing curriculum
• Work effectively in a team environment by supporting change and adding value

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Qualifications

Basic Qualifications

• Minimum of 2 years of call center experience
• Minimum of 1 year of quality auditing experience

Preferred Qualifications

• Experience in process analysis and continuous improvement within delivery operations
• Proficiency in MS Excel

Professional Skill Requirements

• Analysis and solving of moderate to complex problems
• Demonstrated teamwork and collaboration in a professional setting
• Proven ability to build and foster a team oriented environment
• Proven ability to work creatively and analytically in a problem solving environment
• Excellent communication written and oral and interpersonal skills
• Ability to work independently, prioritize and meet deadlines

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $ 39,300 to $71,499 and information on benefits offered is here.

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Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

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Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

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Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.