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Accenture
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Quality Auditing Associate Manager

Quality Auditing Associate Manager

Accenture

10 - 14 years

18 - 20 Lacs

bengaluru

Posted:21 hours ago| Platform:

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Skills Required

quality auditing site audits operations management crisis handling trend analysis quality management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill required: Trust & Safety - Quality Management

Designation: Quality Auditing Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years

What would you do?You will be responsible for training Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times.

In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills.We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities.

Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. The Global Training Lead role is expected to lead the global training team for the process across multiple locations.

Coordinate and oversee internal and external Training operations.In addition, this position establishes and manages relationships between the CD team, Key internal Customer, Clients and other stakeholders.

This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support. Primary responsibility is to ensure a training and development strategy for the company to support the companys business plan and to ensure that the employees have the necessary skills to meet their objectives. He she remains centrally responsible for all knowledge management initiatives by the team within the project and Secondary responsibility is supervision, training, coaching, reporting and leadership.

What are we looking for?Extensive training experience Understanding of training tools, techniques, trends and theories. Instructional Design - Experience in design and development of training contentExcellent Communication Skills orally and in writingClient handling skills

Crisis handling skills

Negotiation skills

Presentation Skills

Computer/ MS Office skillsExcellent Documentation skills

Trend analysis and reporting

People Management skills

Critical problem solving and issue resolution

Team supervision

People Development Feedback & Coaching

Ability to multi-task

Behaviors key to the success of this position are:Continuous improvement focus result oriented

Motivation Ability to Plan and Prioritize

Confidence Analytical thinking

Positive outlook

Creative and innovative approach

AdaptabilityAbility to exercise sound judgment within established guidelines

Relationship Partnering Composure

An eye for quality and speed of execution

The Manager will interact with the following people:CD LeadershipOperations Managers Leadership team Quality team Recruitment HR team

MIS analyst Facilities and Services their specific

Service Provider

Communicate critical feedback and best practices from all regions to their Global Training Team POCs

Perform global, regional, and site audits as required across multiple regions within their specific Service Provider

Define and execute the learning strategy across multiple regions within their specific Service ProviderDevelop and implement Training Team staffing plans in liaison with Training Managers, and lead the OS Training team performance across multiple regions within their specific Service Provider

Report on qualitative and quantitative metrics regarding training, Training DMR metrics, and training sites performance across multiple regions within their specific Service ProviderFollow change management processes for routine changes across multiple regions within their specific Service ProviderSeek feedback from Service Provider QTP Leads and Senior Agents, OS Trainers and OS Trainees to ensure continuous improvement of the Facebook Global Training program

Roles and Responsibilities:

Ensure adherence of Training Team Key Performance Indicators across multiple regions within their specific Service ProviderAttend all Train the Trainers and training related meetings with Facebook training team Attend and participate on Global Quality Calibration Session within their specific Service Provider

Attend Weekly Business Reviews, and Monthly Business Reviews

8 to 10+ years of experience in a learning organization within an operations setting

8+ years of people management experience in leading teams

5+ years of instructional design, performance support, and learning effectiveness measurementExperience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teamsExperience identifying and implementing learning modalities at scale including blended, digital self-paced/eLearning, coaching models, video-based learning

Experience working with Operations and/or Customer Support teams and knowledge of the learning challenges faced in these environmentsExperience managing and growing global teams, while keeping pace with changing policies and standards

Experience working across a global multicultural and multilingual team, tackling problems and designing business operations

Qualification

Any Graduation

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Quality Auditing Associate Manager