Job Description

  • Role: Quality Team Lead
  • Location: Client Site Dublin

Role Duties

  • Lead root cause and other data analysis for the regional delivery centre 
  • Be Client POC of the Site for any Quality related questions
  • Drive and manage regional initiatives  
  • Lead the QA team in problem prevention and continuous improvement strategies for projects 
  • Accountable for the site QA performance
  • Identify improvement opportunities and QA process optimizations
  • Monitor and measure team’s quality performance against defined criteria as part of the quality framework 
  • Define and plan project level programs, provide support guidelines for the duration of the projects as well as deliver
  • Work closely with the training, policy and operations team to highlight quality and performance areas for focus, to feed into their training program and operational action items
  • Lead calibration exercises with other regional QA Leads 
  • Performance management, career counselling, coaching, performance development, 1:1's, mentoring  
  • Drive overall performance of the teams, ensure there is alignment on this across all products
  • Be accountable for the team’s performance both overall and on a product level – KPI and SLAs
  • 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 all QA activities
  • Contribute to the QA Team’s development, identify training needs, and share knowledge within the team 
  • Define, create, maintain, and communicate the strategy for your team in alignment with management
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  • BA or equivalent work experience 
  • 3+ years’ experience in leading teams 
  • 3+ years of work experience working within QA capacity
  • 4+ years of work experience in a Service Desk or CallCentre 
  • Competent MS Office Skills & Analytical Skills
  • Six Sigma Awareness or 7 Basic QC Tools or Yellow Belt Certified will be an added advantage
  • 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, prioritize tasks and extend working hours during important deliverables
  • Communicate comfortably with Accenture management or client groups/points of contact or end-users using appropriate mannerisms/behaviour
  • Escalate conflicts in a timely manner to appropriate personnel
  • Preferably practical analytical problem-solving skills through analysis using (Excel, SQL, Access queries etc.)

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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