Job Description



As Training/Quality Lead, you will be responsible for day to day management of a team of trainers and quality analysts engaged in training/quality activities. Coordinating training/quality activities and global calibrations, ensuring workflow is consistently distributed and that expectations are met are all part of the role. 


You will represent the team in the communication with the client, will analyze trends and provide insights to anticipate training/quality needs and advocate the continual improvement of the agent training experience.


You will report training and quality progress; evaluate the training to understand its effectiveness in preparing agents to provide quality service. Additionally, you will contribute excellent leadership, organizational, problem-solving, networking, and communications skills.




Key Duties and Responsibilities


Client Focused


  • Training plans, delivery and impact analysis

·       Continuous improvement strategies and ideas

  • Provide metrics reporting on team performance
  • Action plans for areas of risk
  • Demonstrate flexibility regarding requests and actions assigned to meet the client’s needs
  • Consult with the client and counterparts to determine the most effective training strategy to support products and workflows

Team Focused

·       Round loop quality/training workshops

  • Risk and conflict management
  • Lead the team in driving business excellence
  • Performance management: career counselling, coaching, performance development, 1to1s, performance action plans
  • Allocation and distribution of tasks
  • Complete all Team Lead responsibilities in accordance to Accenture policies
  • Communicate and celebrate success and achievements


Role focused

  • Lead the development and implementation of curricular framework for the onboarding and cross-work stream trainings that drive business results
  • Drive training development to completion by managing timelines, overseeing the instructional process, and coordinating the delivery of training. Manage periodic product knowledge tests across products
  • Deploy voice of the agents/training leads assessment
  • Drive and manage quality and training initiatives
  • Provide insights to the client on quality trending
  • Improve training and quality processes
  • Identify opportunities to add value to the client and implement ideas for improvement
  • Responsible for maintenance and review of process documentation
  • Promote an Ethos and culture of improvement





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Required skills and experience

The successful candidate should have the following:

     At least 2 years of experience as a trainer/QA

     Experience deploying training programs and QA processes

     Excellent verbal and written communication, presentation, and facilitation skills

     Experience in train-the-trainer delivery

     Excellent organizational and time management skills

     Ability to interpret and present gaps and track training and quality results

     Experience in reporting and presenting to senior management

     Excellent networking skills/win-win solutions

     Fluent English

     At least 2-3 years of experience in a multilingual Operations environment


Preferred skills, qualifications and experience


     Preferred qualifications:

     Strong interpersonal skills

     Ability to build partnerships with business partners and team members

     Microsoft and Google Office applications

     2-3 years of team management experience


Functional competencies

Feedback and Coaching



 Knowledge of policies



 Ability to perform multiple tasks



Client Facing and Communication Skills



Knowledge of quality processes and procedures







Proficiency Level



 - Attended a training course on this skill and/or has had brief exposure to this skill.

 - Uses basic terminology in regard to the skill.

 - Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences.

Experienced (E)

 - Moderate exposure to this skill and related work experiences.

 - Can assist other team members with questions and problems related to this skill

 - Applies skills (at basic level to work situations, with some guidance.


 - Extensive exposure to this skill and related work experiences.

 - Applies skills (at advanced level) to work situations with medium complexity, with little or no guidance.

 - May train and/or direct the work of others in application of skills.


 - Regarded as a center wide resource on this skill.

 - Applies detailed knowledge and skills to complex (or new) work situations in multiple settings

 - Trains and/or directs work of others in complex facts, methods, and techniques related to the skill.



Competency Name

Proficiency Level (Refer Def. below)


Leadership Influence

Level 6


Problem Solving

Level 6



Level 6


Interpersonal Skills

Level 6


Communication Skills

Level 6


Business Writing /Oral Communication

Level 6


Process Improvements

Level 5




Levels description

Level 1

Exhibits basic competency indicators occasionally.

Level 2

Exhibits basic competency indicators consistently and effectively.

Level 3

Exhibits competency indicators of medium complexity occasionally.

Level 4

Exhibits competency indicators of medium complexity consistently and effectively.

Level 5

Exhibits advanced competency indicators occasionally.

Level 6

Exhibits advanced competency indicators consistently and effectively.






Working Conditions


     Service Delivery and Target Driven environment

     Flexible across multiple work locations in Dublin

     Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods

     Work with integrity, confidentiality and professionalism







All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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