Quality Auditing Analyst
Accenture Solutions Pvt Ltd
Total years of experience :12 years, 8 Months
● Auditing chat, email, and phone interactions on the quality framework.
● Reporting weekly and monthly Quality Audit (QA) observations, and conducting Team quality huddles.
● Conducting a Root Cause Analysis (RCA).
● Calibrating on Quality Framework, and training new members.
● Auditing 90+ interactions per week, and handling a set of 3 teams.
● Sharing one-on-one constructive audit feedback.
● Provided customer support via chat and email for pre-sales, order management, technical troubleshooting, and warranty issues.
● Achieved Weekly and Monthly CSAT (90%) targets.
● Kept senior teams informed of emerging issues.
● Handled escalations, and created warranty exceptions.
● Substituted for the Subject Matter Expert (SME) and Team Lead when they were unavailable.
● Created end-of-day reports using a pivot chart.
● Assisted customers through chat and email support.
● Achieved Weekly and Monthly CSAT (90%) targets.
● Provided technical support, including troubleshooting problems, escalating issues, and creating service tickets.
● Substituted for the Subject Matter Expert (SME) and Team Lead when they were unavailable.
Bachelor of Commerce
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