Quality Auditing Associate

Accenture; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Accenture Hyderabad is seeking a Quality Auditing Associate for the Next Generation Customer Operations - Service Desk Non-Voice Support. You will handle queries, resolve escalations, and ensure timely closure of faults within SLA.

Work is aligned with our HR Contact Center team within the non-voice support framework. The role emphasizes strong communication, attention to detail, and the ability to manage queries from employees, customers, and vendors while delivering efficient service.

Qualifications

• Quality Analyst experience is mandatory.
• Experience working on BPO and Service delivery.
• Excellent communication skills.

Responsibilities

• Resolve customer queries and handle escalations within defined SLAs.
• Close faults and complaints through non-voice channels (email/chat) as assigned.
• Record, diagnose, troubleshoot, and assign incidents per support scope.

Skills

Communication skills

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support

Designation: Quality Auditing Associate

Qualifications: Any Graduation

Years of Experience: 1 to 3 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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Quality Analyst experience is mandatory
• Experience working on BPO and Service delivery
• Excellent communication skills

Roles and Responsibilities:

• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
• Your expected interactions are within your own team and direct supervisor
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
• The decisions that you make would impact your own work
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
• Please note that this role may require you to work in rotational shifts

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.

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