Job Description

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. 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.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.

The QA Lead will manage day to day operations with supervisory authority over a team of 12 QA Analysts that help with 400 data processing call center agents. This role will interface with delivery leadership on a daily basis.

Key Responsibilities:

  • Create a standard quality management approach to be executed across a multi client program

  • Manage a team of QA Leads supporting client accounts in the program

  • Deliver high performance through continuous improvement

  • Develop and operate quality management systems that drive client quality excellence and business performance

  • Deliver high performance through performance optimization

  • Manage process improvement efforts, using quality methodologies and principles

  • Support the development and implementation of a formal management review of Key Performance Operating results, and train and coach all functional areas on measurement principles

  • Provide support input to weekly and or monthly Key Performance Indicator KPI reports and review meetings

  • Assist organization in the creation, monitoring, measurement and analysis of standardized processes

  • Deliver high performance through quality and risk management Identify and assess enterprise risks that could impact affect the company and develop an integrated approach to actively managing these risks

  • Analyze designated performance measures and reports to verify that work is consistently and effectively performed according to established procedures and guidelines

  • Facilitate process improvement and assist business owners in improving existing process performance through analysis, experience and employee input in a project environment

  • Document key recommendations in the project coaching and action plan

  • Recommend and help implement strategies and actions to mitigate risks and solve issues

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Qualifications

Basic Qualifications:

  • Minimum of 3 years quality management experience in a call center environment


Preferred Qualifications:

  • Previous QA experience working in call centers of 50 agents
  • Experience with Accenture Standard Quality Framework SQF
  • Experience with Workforce Management WFM and WFM Tools e.g. IEX NICE, Blue Pumpkin, Genesys Experience with telephony systems AWS Connect, ZenDesk, Cisco, etc.
  • Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.
  • Business Process Outsourcing experience Lean Six Sigma experience Operational Excellence experience Cross industry and functional operations experience
  • Strong PPT and Excel pivot tables, statistical analysis with Excel functions, data mining and process mapping
  • Demonstrated teamwork and collaboration in a professional setting
  • Understanding of transformation, training and operational excellence methodologies
  • Metrics Reporting Provide next generation recommendations for process improvements to drive efficiency and cost savings


Professional Skill Requirements

  • Proven ability to build, manage and foster a team oriented environment
  • Proven ability to work creatively and analytically in a problem solving environment
  • Excellent communication written and oral and interpersonal skills
  • Ability to work independently, prioritize and meet deadlines
  • Ability to manage diverse teams to maximize performance and accomplish business outcomes
  • Delegate work activities and maintain team motivation and engagement

As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is 68,800-111,699 and information on benefits offered is here.



What We Believe


We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


Equal Employment Opportunity Statement


Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.


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.


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


For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.


Requesting An Accommodation


Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.


If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.


Other Employment Statements


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.


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


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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. 

Please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for medical or religious accommodation to this vaccination requirement during the recruiting process.

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