Join our team as a Quality Analyst, where you will monitor, evaluate, and improve the quality of customer service interactions. You will help ensure compliance with quality standards, internal procedures, and customer experience requirements while supporting continuous service improvement.

Job location: Bucharest, Brasov or Iasi | Work from Office (first 6–12 months), followed by Hybrid | Rotational 8-hour shifts, Monday–Friday, scheduled between 08:00 AM and 08:00 PM Romania time.

Your mission

• Monitor and evaluate customer interactions, including inbound and outbound calls, against established quality standards;
• Review adherence to customer service procedures, processes, and operational guidelines;
• Assess how agents handle customer requests, inquiries, and challenging situations;
• Identify quality gaps, recurring issues and trends, and opportunities for process improvement, and provide actionable feedback to agents and Team Leaders;
• Collaborate with Customer Service, Training, and Operations teams to enhance service quality and refine evaluation criteria and QA processes.

Required Qualifications

• Italian & English – B2 level;

• High school diploma;

• Minimum 2 years of experience in Quality Assurance, Quality Analysis, Auditing, or a related field;

• Experience evaluating customer interactions and identifying quality improvement opportunities;

• Ability to provide feedback and recommendations based on quality assessments;

• Attention to detail and ability to identify errors, non-compliance issues, and process gaps.

Employee Benefits – Be well, work well, live well

• Private medical and dental coverage through Regina Maria;
• Flexible benefits package via Benefit Online, including vouchers, transportation, wellness, and cultural activities;
• 23 vacation days, with additional days awarded through our loyalty program;
• Additional private pension plan starting from the second month of employment;
• Access to extensive learning, training, and career development opportunities;
• Well-being support, including psychological counseling and premium wellness apps;
• Life insurance coverage for you and your loved ones;
• Flexible working hours, depending on project requirements.

Discover the full range of Accenture benefits here: https://www.accenture.com/ro-en/careers/local/benefits

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, sexual orientation, gender identity or expression, 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.