Quality Assurance Team Lead - Senior Analyst
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 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..
A Quality Assurance Team Lead is responsible for designing, implementing, and monitoring quality assurance strategies across the operation and leading a team of Quality Analysts to ensure that the process meets established quality standards before it is delivered to customers.
Key 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
Monitoring 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
#LI-LATAM
Required Qualifications:
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
Preferred Qualifications:
Experience working with CRM or ticketing systems (Salesforce, Zendesk, etc.)
Understanding of sales processes, key performance indicators (KPIs), and sales methodologies
Proficiency in Excel, Power BI, or similar analytical tools
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.