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Quality Assurance Delivery Manager- Contact Center

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00642885

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
Performance, Risk and Quality professionals ensure high performance is delivered for Accenture and our clients through performance optimization and continuous improvement, quality and risk management.
 
Job Description
Day to day responsibilities of the Quality Assurance Associate Manager may include, but are not limited to:
  • Management of a Team of Quality Analysts
  • Identify Milestones, scope, dependencies, issues, risk and success for Quality projects
  • Correct nonperforming metrics and analysts through root cause analysis and solid action planning
  • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators project milestones.
  • Review and control execution of standard processes
  • Quality, reporting action plan to drive performance
  • Align with global leads and Service Delivery Lead on strategy for execution on site
  • Scorecard review action
  • Provide recommendations to re-engineer existing processes.
  • Conduct researches, studies and data analysis to conceptualize proposals for improving business metric in collaboration across teams
  • Identify improvement opportunities in workflows and suggest solutions.
  • Motivate and strategize on efficiency, productivity and accuracy targets
  • Create a culture of innovation
  • Establish professional and career development programs for internal resources
Basic Qualifications:
  • 5 years of experience within an Operations and Process Quality environment performing Quality Control and Quality Analysis
  • 3 year of experience leading cross functional Quality improvement projects
  • 3 years of people management experience
  • 3 years of experience managing projects to established SLA’s
Preferred Qualifications:
  • Bachelor’s degree
  • Quality certification e.g., Lean Six Sigma, TQM, etc.
  • Knowledge of multi-cultural communications and cultural context in supporting other countries
Professional Skills Requirements:
  • Strong functional experience with Microsoft Excel PivotTable, charts, statistical functions required
  • Proficiency in Microsoft Word and PowerPoint
  • Excellent oral and written communication skills.
  • Ability to present complex information to a variety of audiences
  • Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast paced environment with multiple priorities
  • Passion for corporate mission and ensuring a world class user support experience
  • Analytical with strong problem solving and troubleshooting skills and the ability to exercise mature judgment and structured decision making
  • Quick learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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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