Job Description

Responsibilities/Authorities



• The Quality Manager will be responsible for reviewing, confirming, and reporting compliance with process or procedure of the business, Quality certifications, and/or Accenture Delivery methodology



• Ensures desired quality standards are reached by sharing the audit results on a defined frequency



• Establish a common “Quality Framework” across all the business



• Create standard quality forms / checklists to drive quality scores



• Creates error trend analysis, scorecards and proposes immediate action plans to operations



• Drives refresher trainings and PKT’s across all business



• Establish and conduct calibration call (Internal and External stakeholders)



• Maintains a repository of Process Updates (SOP Management)



• Review and highlight the impacts of procedural changes (SOP) to operations



• Interact with external / internal stakeholders to drive improvement objectives



Detail

• Communication Skills

o Proficient in communicating in English both written and verbal. Conveys information clearly and effectively.

• Problem Solving

o Understands the relevant aspects of the client products/services supported

o Displays exemplary analysis and problem-solving capabilities



Technical or Specific Skills (e. g. technical, computer)

• Basic technical knowledge

• A working knowledge of MS Office products



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Qualifications

- BS/ BA education or related experience required - Minimum of 6 years Quality Assurance work experience in a BPO/Shared Services environment - 3 years of supervisory experience required of teams greater than 10 FTEs - Attention to detail accuracy and quality - Experience in team interactions - Ability to quickly identify and provide recommendations on issues - Ability to prioritize and multi-task

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All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local 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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