Quality Assurance Specialist

Accenture PLC; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture Hyderabad is seeking a Quality Assurance Specialist to join our Customer Support vertical. You will oversee quality checks, resolve customer queries, handle escalations, and ensure compliance with SLAs while driving continuous process improvements.

With 7–11 years of experience, you will mentor teams, manage QA testing, and collaborate with cross-functional partners to deliver reliable, high-quality service to clients.

Qualifications

• 7 to 11 years of experience in QA/Quality Assurance
• Experience in managing teams (minimum 2 years)
• Strong customer service orientation and ability to handle escalations and SLA adherence
• Understanding of QA testing, triage, bug reproduction and labeling workflows
• Familiarity with issue tracking tools and GenAI concepts is a plus

Responsibilities

• Lead QA activities to ensure quality and compliance across operational processes
• Manage customer queries, escalations, and complaints, delivering best resolutions within SLA
• Audit and validate current control effectiveness and drive improvements
• Coach and guide agents, provide performance management and escalation handling
• Coordinate with cross-functional teams to align on priorities and KPIs

Skills

Operational Audit & Compliance

Quality Management

Education

Any Graduation

Tools

Jira

ServiceNow

Job description

Job Description:

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

About Accenture

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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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

What would you do?

• You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
• You will also be responsible for closing the fault and complaints within SLA s.
• Quality control is a process by which entities review the quality of all factors involved in production.
• Audit and manage effective implementation and delivery of functional processes within operations to mitigate risk.
• e.
• g.
• Policys; Anticorruption, BCM, InfoSec, P104, Records Management and Contractor controls.
• Establish processes to audit validate current control effectiveness and drive improvements wherever required.

What are we looking for?

• Primary skill - Operational Audit & Compliance - P1
• Secondary skill - Quality Management - P1
• Minimum of 2 years team management experience
• Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness
• Assist?agents with questions and best practices provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship
• Innovate Identify and recommend process improvements?
• Maintains an awareness of the client s b

Roles and Responsibilities:

• Preferably practical analytical problem-solving skills through analysis
• Customer service experience and experience working in a social media environment would be advantageous
• Ability to work on own initiatives while in a team environment having a business and client impacts
• Ability to work rotating shifts as directed by their team and is subject to change
• Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling or annotation user interfaces.
• Understanding of priority or severity frameworks and classification schemas.
• Experience in QA testing, triage, bug reproduction, or labeling workflows.
• Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).
• Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team
• Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators
• Provide guidance escalation handling agent support and performance management
• Ability to deep dive on targets gaps and perform root cause analysis on teams performance
• Lead huddles with the team to drive results, monitor progress and track status frequently throughout the day flagging risks when they present themselves
• Handle escalations provide coaching and address real time questions to ensure customer service is top priority
• Drive overall performance?of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results
• Be accountable for the teams performance with key performance indicators that will be measured and reported daily
• Any Graduation

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 approximately 791,000 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. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Requirements: