The Quality Assurance Analyst’s primary role is to be responsible for assessing the performance of the engagement center’s agents who deal with our consumers. The QA Analyst will monitor calls to assess technical accuracy, customer service performance, demeanor and complying with policies and procedures.

Job Descriptions:

• Participates in designing of QA monitoring formats and quality standards

• Performs call monitoring and provides trend data

• Uses QA results to compile and track performance at team and individual level

• Provides feedback to engagement center agents

• Prepares and analyses quality reports for management staff review

• Performs calibration sessions with team manager and staff

#LI-GM

Job Qualifications:

• Bachelor’s degree in related field

• At least 1 year of experience as a QA Analyst or similar position

• Experience adapting to change and successfully setting and adjusting priorities as needed

• Experience multitasking

• Advanced use of Microsoft Office

• Outstanding customer service skills

• Exceptional listening and analytical skills

• Strong language proficiency in Japanese and English

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.