Job Description

•Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement.

•Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.

•Closely coordinates with clients on implementing new hire training amendments, policy updates, continuous educational trainings and upskilling of tenured production employees.

•Owns and holds accountable on ensuring knowledge base is up to date and employees are aware on changes through knowledge alignment, touch points, and process knowledge tests.

•Project manage improvement capabilities, change implementation, measures timeliness of implementation and ensures employee knowledge application on their day to day activities.

•Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects.

•Serves as point of contact that support analysis on business performance to drive operational change around core operations, strategic initiatives, change management and adoption of new processes.

•Proactively drives operational excellence through identifying opportunities, recommend improvements, and implement training changes.

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Qualifications

•Bachelor's Degree holder, but also open to undergraduates with strong related experience •Must have at least 12 years overall experience in Quality and Training Management under BPO industry •Must have at least 5 years of experience in Management role •Manages 30- 50 Training and Quality support at a scale of 500 - 1000 employees

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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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