Quality and Training Lead (for Copyright)
Internship IRELAND Sales
Job description
The role of the Global Training & Quality Lead is to manage the Copyright Training & Quality vendor
teams in Dublin, San Jose and Kuala Lumpur. They are responsible for leading global strategies and the
performance of the training & quality team as well as ensuring the accuracy of global & site specific
reported metrics and data. This will be a quality professional
Responsibilities:
Team Focused:
· Lead the global quality and training team to achieve results with the highest possible standard of quality
· Plan, implement and oversee local and global quality and training strategies
· POC to Accenture QAs & Trainers for guidance or queries on QA reviews & policy updates
· Act as liaison with QAs, Trainers, SMEs and Team Leads across-sites to ensure consistent quality measurements throughout the operation
· Define and manage the day to day activities and responsibilities of the QA & Training team members across-sites
Quality Role Focused:
· Attend and lead all weekly/monthly internal cross-site calibrations and client's calibration meetings upon request
· Proactively identify, troubleshoot and propose changes to the QA/ RCA framework, advise on implications, communicate changes effectively and implement across all sites
· Overseeing all aspects of quality assurance including establishing metrics, applying industry and client policies and develop new tools and processes to ensure quality goals are met
· Perform ad-hoc deep dives or provide further information on specific case reviews as required
· Develop, implement and oversee Quality Performance Improvement Plans
· Deliver weekly & monthly business insights report to Accenture and senior agents management
· Align site specific weekly reports across 3 vendor sites
· Responsible for monthly quality and training reports
· Ensure the accuracy of reported metrics and data
· Coach new trainers & QAs and support with certification providing day-to-day guidance
Desired profile
Qualifications :
Other Key Areas:
· Proactive and innovative, able to suggest improvements that drive individual and team results
· Questioning mindset - search for, evaluate, apply and disseminate applicable knowledge
· Analytical, problem solving and troubleshooting's skills
· Attention to detail is essential to ensure the quality of work execution
· Good knowledge of Google Applications, Slides, Sheets, Docs
· Flexibility around working hours may be required and able to adapt quickly to changes in workflow
· Communicate and celebrate success and achievements
· Effective communicator with high level of integrity as demonstrated personally and professionally
· Excellent organizational skills and demonstrated proficiency in multitasking and prioritisation in a remote working environment
*Accenture can not onboard a candidate who has not passed High School/Leaving Cert or local equivalent level of Education. This is completely non-negotiable and part of the BGC process.