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Quality Assurance Team Leader

Job Location: Dublin

Regional Description: Ireland

Job Number: 00623467

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- Job description

The role is to manage a small team of multi-lingual team Quality Analysts to deliver quality assurance at the highest level. The QA Lead will represent the team in client communications and provide all levels of support and liaison for the client as necessary. Primary responsibilities are to be the delivery centre’s main point of contact and act as the single point for escalation on urgent issues. Responsible for team’s performance against quality SLA’s, quality of service, and will be required to work closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement. You will be responsible for promoting and maintaining a high-performance culture and great place to work.

 

Primary Responsibilities 

  

  • Lead root cause and other data analysis for the regional delivery centre
  • Drive and manage regional initiatives
  • Lead the QA team in problem prevention and continuous improvement projects
  • Identify improvement opportunities within the WhatsApp Operation Team
  • Monitor and Measure teams’ quality performance against defined criteria as part of the quality framework
  • Work closely with the training team to highlight quality and performance areas for focus, to feed into their training program
  • Lead calibration exercises with other regional QA Leads
  • Performance management: career counselling, coaching, performance development, 1:1's, mentoring
  • Continuous improvement strategies and ideas, including new process incubation and induction
  • Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
  • Consistently drive quality and best practices at the highest level within the region
  • Act as client escalation point of contact for QA process questions, issues and resolution
  • Act as a senior Subject Matter Expert (SME) for QA evaluations
  • Contribute to the QA Team’s development and share knowledge within the team
  • Administer the QA issue repository and ensure all escalations are properly addressed
  • product knowledge & soft skills


Requirements:

-          2 + years’ experience in a quality management role

-          2 + years in a leadership/mentor position

-          Significant experience in quality analysis

-          Fluent and written English

-          Excellent knowledge of reporting procedures and record keeping

-          Exceptional technical skills – Excel & associated tools

-          Methodical and diligent with outstanding planning abilities

-          Stakeholder management skills

-          Highly empathetic & compassionate

-          Proactive individual to address quality assurance issues prior to exposure

-          Bachelor's degree or equivalent experience


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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