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Quality Service Management Process Support Associate

Job Location: Bengaluru

Job Number: 38694

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The Global Quality and Performance Excellence team is at the core of Accenture’s success and reputation in the market. We enable superior sales, execution and client satisfaction by promising what we can deliver; delivering what we promise to our clients and to Accenture. Members of our team:
• Take a holistic “systems view” by deploying leading edge technologies, streamlined and fit-for-purpose Risk Management and Quality processes, whilst appreciating the cultural and behavioral aspects of our organization
• Are nimble and build systems that can keep up with the evolving demands of our business that we continually improve based on analytics
• Stay abreast of the industry trends and bring deep expertise, innovation and thought leadership to Accenture’s functional areas.
• Drive principle-based decision making and often serve as facilitators to ensure collaboration across the vast scope and scale of our global, matrixed organization
• Value objective decision making and transparent, open and honest two-way communication with leaders who encourage us to grow with real-time feedback and stretch opportunities that build skills
• Enjoy a non-traditional, flexible work environment which offers challenging work and an opportunity to contribute at a high level
The Primary objectives of Quality Service Management Process Support Team is to provide streamlined relevant automated centralized reporting to all Growth platforms in Accenture. Provide support for operations, providing customer support and deliverables according to established procedures and in compliance with Service Level Agreements.
Key Duties and Responsibilities
• Provide local/geographic support to Managing Directors and Client/Project teams for Quality Assurance, Risk Management, Client Satisfaction, and Client Expectations in close coordination with the OG and GP Quality teams. The support can include all or part of the following activities:
o Coach and assist executives in the completion of their Quality actions
o Provide training, guidance, and general information regarding Accenture Quality & Risk policies, processes and tools
o Act as the local/geographic point of contact for any question/request related to Quality matters
• Support the OG Quality Teams and the GP Quality Teams in the management of their Quality, Client Satisfaction, Client Expectations & Risk Management programs, including:
o Assist in maintaining accuracy and integrity of QA records.
o Reviewing reports, performing ad-hoc analysis, and implementing action plans to improve as appropriate for the area of discipline/DTE
o Act as advocate for OUs, CSGs and SGs for specific geographic-related activities.
• Fulfill customer requests from multiple channels accurately and on time, in compliance with the SLA. Continuously strive to satisfy and delight customers.
• Maintain data in the designated tool(s), create reports/deliverables and perform other defined tasks in support of operations processes.
• Follow documented procedures so that services are delivered consistently and correctly. Maintain process documentation so that it is clear, complete and up-to-date.
• Use service request management tools appropriately to record work activities.
• Review own work for accuracy and completeness.
• Manage own workload, prioritizing tasks to meet deadlines and quality expectations.
• Keep supervisor and teammates informed.
• Identify opportunities for process improvement and taking up initiatives.
• Take responsibility for personal skill development and career management.
• Management have the right to redefine duties and responsibilities for this role at any time
• Enhance any current process with your ideas
Educational Qualification Must have: Undergraduate degree or equivalent

Undergraduate degree

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, gender identity, or any other basis as protected by applicable law.

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