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Quality Lead - Content Moderation

Job Location: Dublin

Regional Description: Ireland

Job Number: 00595810

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- Job description

Quality Lead Content Moderation Review
 
OVERALL PURPOSE OF JOB 
The Quality Lead will have primary responsibility for establishment and management of Quality functions for delivery centers within scope.  Managing audits and related special projects globally.
The Quality Lead invents and reinvents the quality processes and procedures to ensure that operations will have a strong gauge of policy compliance and identify pain points.  The Quality Lead is expected to provide thought leadership on the quality strategy and mechanisms.
 
Responsibilities/Authorities
 
Key Duties and Responsibilities:
QA Support:
    • To supervise a team of quality analysts.
    • 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
Operations Support:
    • Ensures that quality analysts follow approved guidelines, procedures, processes in a consistent way.
    • Responds priority and/or high complex client requests to ensure that requests are handled quickly, correctly and appropriately
    • Identify and recommends development opportunities to client's policies and procedures to ensure accuracy, completeness and usability
    • Leads team meetings and operational-level client calls
    • Serves as a liaison and work with the clients to review and resolve issues including but not limited to rebuttals, claims appeal logs, end of shift reports, and other QA-Operations-related reports.
    • Leads in reviewing the performance trending analysis and provides recommendation to mitigate risk points
Description of skills requirements, desired work experience, Educational background, special trainings, etc.
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 processes, procedures and analyses
  • Detailed-oriented
  • Adept in statistical tools and analysis
  • Graduate of any four  year course
  • At least 3 years experience in a quality function in an outsourcing set-up.
 
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 www.accenture.com.
 

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