Quality Auditing Associate Manager

 About The Role  

Skill required: Trust & Safety - Quality Management

Designation: Quality Auditing Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
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 worlds 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? 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 content

Excellent Communication Skills orally and in writing

Client handling skills

Crisis handling skills

Negotiation skills

Presentation Skills

Computer/ MS Office skills

Excellent Documentation skills

Trend analysis and reporting

People Management skills

Critical problem solving and issue resolution

Team supervision

People Development Feedback & Coaching

Ability to multi-taskBehaviors 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

Adaptability

Ability to exercise sound judgment within established guidelines

Relationship Partnering

Composure

An eye for quality and speed of executionThe Manager will interact with the following people:

CD Leadership

Operations 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 Provider

Develop 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 Provider

Follow change management processes for routine changes across multiple regions within their specific Service Provider

Seek 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 Provider

Attend 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 measurement

Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams

Experience 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 environments

Experience 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