Quality Assurance Associate Manager

Skill required: Quality Checks - Operational Audit & Compliance
Designation: Quality Assurance Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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 What would you do? • Ability to identify operational opportunities for improvement • Excellent communication and interpersonal skills with client and customer centric experience • Strong organizational and administrative skills
What are we looking for? • Lead calibration exercises with other regional QA Leads • Performance management: career counselling coaching performance development • Continuous improvement strategies and ideas including new process incubation and induction • Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing recognizing the audience and communicating appropriately • Consistently drive quality and best practices at the highest level within the region • Act as client escalation point of contact for QA process questions issues and resolution • Act as a senior Subject Matter Expert for QA evaluations • Contribute to the QA Teams development and share knowledge within the team • Administer the QA issue repository and ensure all escalations are properly addressed • Ability to operate within a team environment multi-tasking and prioritizing work across supported clients • Use appropriate mannerisms behavior when interacting with client groups and or end users • Communicate comfortably with Accenture management or client points of contact. • Escalate conflicts in a timely manner to appropriate personnel • Participate in and analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action • Identify barriers to effective teamwork
Roles and Responsibilities: • The role is to manage a team of Quality Analysts to deliver quality assurance at the highest level. • The QA Lead will represent the team in client communications and provide all levels of support and liaison for the client as necessary. Primary responsibilities are to be the delivery main point of contact and act as the single point for escalation on urgent issues. Responsible for teams’ performance against quality SLAs quality of service and will be required to work closely with global counterparts. There will be a strong element of new process incubation induction and process improvement. You will be responsible for promoting and maintaining a high performance culture and great place to work. • Lead root cause and other data analysis for metrics associated with customer service customer satisfaction agent performance outbound calling etc. • Drive and manage regional initiatives • Lead the QA team in problem prevention and continuous improvement projects • Identify improvement opportunities within the Account Access Operation • Monitor and Measure teams quality performance against defined criteria as part of the quality framework • Work closely with the training team to highlight quality and performance areas for focus to feed into their training program