Offers “Accenture”

Filled Accenture

Quality and Training Lead (for Copyright)

  • Internship
  • Sales

Offre pourvue !

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


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

Ideal candidate 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.