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Quality & Training Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00590413


- Job description

Career Level                             8
Mandatory Skills Required         More than 8 years of experience in Quality and Training
Location                                    Selangor Region.
Reports to                                 Service Delivery Lead
QA Support (40%)
For QA Support will have primary responsibility for establishment and management of Quality functions for delivery centers within scope.  Managing audits and related special projects globally.
He/She ensure collaboration with internal and external stakeholders in ensuring policies and guidelines are adhered to across delivery centers.
Responsible to invents and reinvents the quality processes and procedures to ensure that operations will have a strong gauge of policy compliance and identify pain points.  The Quality Lead is expected to provide thought leadership on the quality strategy and mechanisms.
Training Support (40%)
Training Support is responsible for managing the end to end planning and execution of training processes and continuous education initiatives in Honey Badger, which includes the functional management of all training resources necessary to support the function. The post also entails management of policy updates across delivery locations and ensure that all resources are calibrated on our client policies and procedures
For Training Support is also in-charge of liaising with the client in terms of policy calibration and policy clarification. The Training Support are also empowered to closely work with the client in further refining the policies and procedures.
Operations Support (20%)
  • Ensures that quality analysts follow approved guidelines, procedures, processes in a consistent way.
  • Responds priority and/or high complex client requests to ensure that requests are handled quickly, correctly and appropriately
  • Identify and recommends development opportunities to client's policies and procedures to ensure accuracy, completeness and usability
  • Leads team meetings and operational-level client calls
  • Serves as a liaison and work with the clients to review and resolve issues including but not limited to rebuttals, claims appeal logs, end of shift reports, and other QA-Operations-related reports.
  • Leads in reviewing the performance trending analysis and provides recommendation to mitigate risk points
  • For internal applicant, Employee is expected to be in current position for a minimum of 12 months within project / minimum of 18 months within KLDC before applying to a new position.
  • A graduate with minimum of 10 years of working experience and 5 years from it were related to Quality and Training role.
  • Must be willing to work on rotation night and day shift.
  • Must be flexible and able work in any project site within KLDC.
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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