Job Description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Accenture Operations combines technology that digitizes and automates business processes, unlocks actionable insights, and delivers Everything-as-a-Service with our team's deep industry, functional and technical expertise. So you can confidently chart your course to consuming your core business services on demand, accelerate innovation and speed to market. Welcome to the "as-a-Service" business revolution.
 
Our deep expertise in business processes starts with our people, whose learning and extensive industry, technical and functional experience give us the know-how to help drive measurable business outcomes for our clients. By applying that know-how and smartly integrating intelligent technologies into our service delivery, we can transform entire processes, creating new business opportunities and dramatically enhanced services, as well as giving our clients fast access to technology and process advances without enduring expensive and disruptive upgrades.
                       
Responsible for formulating and implementing the quality strategy for the Client Operation. The purpose of this role is to manage the Quality team and ensure that quality processes and policies are delivered and maintained at the highest level. The role requires close attention to detail, strategic and objective thinking, clear communication, a thirst for data and analytics, coaching and mentoring skills, planning capabilities and the ability to provide expertise throughout the program. The Quality Lead will have a strong sense of ownership, making sure that quality meets Accenture and Client standards from the start. The person will also work diligently to ensure alignment between the QA and Training strategy.
 
The Quality Lead will represent the team in communications with the Client and provide all levels of support as necessary. Responsible for global team’s quality performance against SLA’s, quality of service, all aspects of the quality framework and will liaise closely with global counterparts.
 
Primary Responsibilities
  • Working with client stakeholders to define the overall quality program and ensure that this is executed to the highest standards.
  • Provide a credible and expert first point of contact for the QA Team, working alongside client leads.
  • Ensure that quality standards and metrics are met and exceeded globally.
  • Develop and maintain a quality strategy for the company to support each workflow, to ensure that agents have the necessary skills and resources to meet their objectives and the opportunity to develop to the maximum of their potential.
  • Supervise a team of Quality Analysts across each region.
  • Create and maintain a quality plan for each region.
  • Ensure compliance through regular quality audits and reviews.
  • Direct Quality Analysts to ensure that they are appropriately motivated and trained to be able to carry out their responsibilities to the required standards.
  • Performance management through career counselling, coaching, performance development, 1:1's and mentoring.
  • Maintain close communication with Service Delivery Leads, Team Leads, Training Leads and team members to assess quality needs and to ensure alignment across the Operation.
  • Maintain an awareness of developments in the quality field to ensure that the Operation continues to take advantage of best practices.
  • Oversee the maintenance of all necessary quality records and reporting.
  • Identify and champion process improvement opportunities.
  • Coordinate and lead client Quality Lead visits.
  • Evaluate and develop Quality Analysts through in-classroom and outside-classroom evaluations.

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Qualifications

Required Skills & Experience
  • Bachelor’s Degree
  • +2 years experience leading teams in a service delivery environment
  • +1 years experience working as part of a Quality team
  • Ability to build strong relationships with stakeholders in multiple geographies
  • Experience in coaching and providing feedback
  • Understanding of quality industry standards and best practices
  • Consultative work style to lead client work
  • Proactive to identify the root causes of issues by analyzing patterns and trends through data analysis and develop creative and breakthrough solutions
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner to multiple stakeholders
  • Previous experience in representing Quality Teams as part of monthly and quarterly business reviews
  • Ability to prioritise and effectively manage time in a fast-paced work environment
  • Ability to build and adapt complex quality plans for a multi-product environment
  • Keen relationship builder across both Accenture and the Client’s organisation
  • Self-motivating, adaptable and able to inspire and motivate others
  • Prior experience working in an environment of frequent change
  • Project Management experience and knowledge
  • Strong experience with using Microsoft Office suite
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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.

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.

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