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POSITION TITLE: Quality Auditing Manager
WORK SETUP: Return to Office

OVERALL PURPOSE:
Lead and guide Quality team. Ensures quality provides processes that is consistent and meet client requirements. Ensures quality team members are aligned with Google targets, mission, and vision. Establish standardized quality measures.

RESPONSIBILITIES:
• Assess the quality of analysts on the project.
• Meet volume and quality targets for all quality assurance audits.
• Develop and maintain knowledge of client and their business needs processes.
• Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements.
• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
• Participate in process calibration sessions with clients and cross-vendors.
• Take accountability for effectively handling escalations.
• Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
• Assist with monitoring and tracking incidents to ensure timely resolution.
• Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.
• Managing the end-to-end Quality, Training & Policy (QTP) strategy and execution for site
• Responsible for the performance of the QTP Teams across sites & regions
• Define and execute standard documentation strategy for QTP function ensuring qualitative and quantitative metrics (as agreed with Client) are defined for the success of each function
• Define and execute measurement strategies for functional scorecards within Service Site
• Engage with QTP & operations team across sites to ensure processes continue to meet business outcome

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Client Site - Non-Accenture Facility

SKILL AND QUALIFICATIONS: • Standard QA Profile • 8 to 12 years of solid experience; 5 to 10 years of supervisory experience

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.