Quality Assurance Team Lead - Senior Analyst at Accenture

San Jose, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, ConsultingIndustries

Requirements

High School Diploma
Advanced English (C1)
2+ years of experience in Quality Assurance, Audits, Compliance, or Process Improvement roles
1 to 2+ years of experience leading, mentoring, or coaching a QA or operations team
Strong knowledge of quality standards, audit frameworks, and compliance processes

Responsibilities

Lead and manage the Quality Analyst team, providing coaching, feedback, and performance support
Develop and implement quality standards, frameworks, and continuous improvement initiatives
Oversee quality audits, ensuring accuracy, consistency, and compliance
Monitor and evaluate processes for accuracy, consistency, skill/knowledge gaps and compliance
Monitor and perform Quality Audits on agent’s performance specific to quality and providing actionable feedback
Document & perform RCA, suggest Corrective & Preventive actions
Ensures customer satisfaction by maintaining high quality in final outputs

Skills

Key technologies and capabilities for this role

Quality AssuranceTeam LeadershipQuality AuditsPerformance MonitoringProcess ImprovementCoachingComplianceContinuous Improvement

Questions & Answers

Common questions about this position

What qualifications are required for the Quality Assurance Team Lead role?

Required qualifications include a High School Diploma, Advanced English (C1), 2+ years of experience in Quality Assurance, Audits, Compliance, or Process Improvement roles, and 1 to 2+ years of experience leading, mentoring, or coaching a QA or operations team.

What are the key responsibilities of the Quality Assurance Team Lead?

Key responsibilities include leading and managing the Quality Analyst team with coaching and feedback, developing quality standards and continuous improvement initiatives, overseeing quality audits, monitoring processes for compliance, performing audits on agent performance, documenting RCA with corrective actions, and ensuring customer satisfaction.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What preferred qualifications will make my application stronger?

Preferred qualifications include experience with CRM or ticketing systems like Salesforce or Zendesk, understanding of sales processes, KPIs, and sales methodologies, and proficiency in Excel, Power BI, or similar analytical tools.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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