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Global Quality, Training and Policy Lead

Job Location: Dublin

Regional Description: Ireland

Job Number: 00517954


- Job description

Global Quality, Training and Policy Lead
The Global Quality, Training and Policy Lead will have primary responsibility for overseeing training, quality and policy management across the various sites of the program. He/ she is responsible for the establishment and management of quality, training and policy functions for delivery centers within scope. 
This person will collaborate with internal and external stakeholders in ensuring policies and guidelines are adhered to across delivery centers.
The QTP Lead invents and reinvents the QTP processes and procedures to ensure that operations will have a strong gauge of policy compliance and identify pain points.  The QTP Lead is expected to provide thought leadership on the QTP strategy and initiatives.
Key Duties and Responsibilities:
  1. Quality Function
    • Supervise quality teams across the different delivery locations
    • Provides developmental feedback to team members.
    • Organizes time and work so as to manage priorities effectively and meet deadlines
    • Conducts researches, studies and data analysis in order to conceptualize proposals for improving the quality of performance of analysts and cascades the information to all parties concerned
    • Publish relevant quality reports and analysis that will be used by both the client and operations
    • Provide thought leadership in quality processes, programs and procedures
    • Responds priority and/or high complex client requests to ensure that requests are handled quickly, correctly and appropriately
    • Leads team meetings and operational-level client calls
    • Leads in reviewing the performance trending analysis and provides recommendation to mitigate risk points
    • Standardize and reinvent quality procedures and reports globally
    • Establish professional and career development programs for the quality team
    • Provide recommendations to re-engineer existing processes.
  1. Training and Policy Function
    • Establish a strategy and standardize training processes and procedures
    • Mapping out of the operational training plan based on the needs of the business vis a vis ramp and attrition requirements;
    • Execution and management of end to end training process from Recruitment hand-over to official transition to production, ensuring on-time and precise delivery of Pre-Process (Pre-Product), Process (Product), and On-The-Job training programs including Remediation process when necessary
    • Appropriate and regular review and/or enhancement of existing processes to make certain that the project’s required metrics are successfully met;
    • Establish professional and career development programs for the training team
    • Leads team meetings and operational-level client calls
    • Implementation of the four levels of evaluation to measure training effectiveness
    • Lead the training needs analysis for the whole program
    • Implementation of review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process
    • Implementation/Roll-out of required up-skilling, new products and services training and cross-skilling programs based on identified business needs
    • Establish a strategy on how to better roll-out policy changes and new policies
    • Oversee the teams efforts in providing insights to improve the client’s existing policies and procedures
Specific Skills and Experiences: 
  • Exemplary interpersonal and client-facing skills
  • Analytical and fact-based decision-maker
  • Ability to quickly identify issues and risks and provide recommendations
  • Experience in team interactions and facilitation
  • Extensive experiences in quality and training processes, procedures and analyses
  • Detailed-oriented
  • Has experience in leading cross-functional and cross-cultural teams
  • Adept in statistical tools and analysis
  • Graduate of any four year course
  • At least 5 years experience in a quality /training function in an outsourcing set-up.
  • Relevant certifications on quality or training management is preferred
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

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