Quality Assurance - CL10
About Accenture
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
Operations is one of four services that make up Accenture – the others are Strategy and Consulting, Interactive and Technology. Within Operations, we are growing our Digital Inside Sales (DIS) team. Our transformational approach to sales brings clients the right combination of expert technical sellers and innovative technology, powered by data and insights.
What would you do?
· Lead and oversee the Quality vertical, ensuring risk in service delivery is managed to an acceptable level as defined by the client.
· Drive compliance with policy and process-related matters and foster a culture of continuous improvement.
· Manage and mentor a team of Quality Analysts and Trainers, providing guidance, coaching, and performance feedback.
· Collaborate with cross-functional teams to implement industry-standard quality tools and frameworks.
· In Telecom Audit, conduct reviews, examinations, and reconciliations of Telecom, Wireless, and Network customer service records, invoicing, and contract agreements to ensure accuracy of budgetary forecasting.
· Research carrier tariffs and investigate alternative service offerings from carriers, conducting independent reviews of system records and activities to test data security and integrity procedures.
What are we looking for?
We are seeking individuals with:
· Strong expertise in Quality Assurance, Quality Management, and Data Management.
· Proven ability to lead teams and manage multiple stakeholders.
· Excellent communication and interpersonal skills to establish strong client relationships.
· Ability to perform under pressure and meet deadlines.
· Conflict resolution and dispute handling skills.
· Strategic thinking and problem-solving capabilities.
Roles and Responsibilities
· Analyse and solve complex problems with minimal supervision.
· Interact with peers, clients, and management regularly.
· Provide meaningful and actionable feedback to team members and stakeholders.
· Identify opportunities to enhance value for stakeholders and clients.
· Make decisions that impact your work and the work of others.
Requirements
· Bachelor’s Degree.
· Minimum 3+ years of experience in Quality Assurance or Quality Management,
· Minimum 3 years of experience in sales or account management.
· Prior experience managing teams of Quality Analysts and/or Trainers is highly desirable.
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Inclusion and Diversity
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.
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Equal Employment Opportunity Statement
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.