Job Description

Quality Team Lead

Accenture is looking for a Quality Team Lead for one of its Operations team!

The role is to manage a small team of multilingual 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:

Be the delivery centres main point of contact and act as the single point for escalation on urgent issues.

Responsible for team's performance against quality SLAs, 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.

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 Operation Team Monitor.

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 1s, 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.

Act as a senior Subject Matter Expert SME for QA evaluations.

Contribute to the QA Teams development and share knowledge within the team Administer the QA issue repository and ensure all escalations are properly addressed. 


Required Skills:

Experience BA or equivalent work experience

1 years experience in leading small teams

2 years of work experience working within a QA capacity

1 years of work experience in a Service Desk or Call Centre

Fluent C1 Level in English and native in 1 other language

Additional Skills Ability to identify operational opportunities for improvement

Excellent communication and interpersonal skills

Strong organizational and administrative skills

Ability to operate within a team environment, multi tasking and prioritizing work across supported clients

Use appropriate mannerisms behaviour when interacting with client groups and or end users

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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