Scaled Ops Quality & Training Program Lead
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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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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.
In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.
Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology.
The Scaled Ops Quality & Training Program Lead (QTP Lead) is responsible for owning and leading quality and training initiatives related to client driven information that aligns to global policies.
Key responsibilities include:
Coordinate the exchange of policy related information from the client, disseminate across other teams and ensure all the resources provided are available to implement policies
Ensure that the local training and quality policy team manages, disseminates and updates as per timeframes their listed responsibilities
Maintain regular contact and give feedback to the client with regards to policy related changes for the successful enforcement of the policies
Spot trends and flag potential issues that may arise from the application of the client’s policies - offer suggestions and/or solutions
Gather insights and offer policy suggestions
Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of the client’s policies
Ensure policy team’s support and actions are aligned with current business needs of the project
Maintain close collaboration with Operations and SME team to improve the process and adapt to change
Flag resource constraints, policy issues or inconsistencies timely
Ensure continuous improvement of resources and materials provided
Ensure effective knowledge sharing, knowledge documentation and sign off approval processes are in place for both training and policy between vendor and client team
Basic Qualifications:
Bachelor’s Degree
Minimum of 4 years’ experience in an Operations Delivery / Contact Center environment
Minimum of 2 years’ experience in Quality Assurance
Minimum of 2 years of supervisory experience
Preferred Qualifications:
Advance MS Office experience
Data analytics
Experience with Six Sigma, DMAIC, Lean Manufacturing, 7 Basic QC Tools and/or Yellow Green Belt Certification
Professional Skills Requirements:
Analytical / data mindset
Demonstrated ability to build relationships with external internal stakeholders
Ability to manage by influence through solid relationships and process focus
Demonstrated ability to get results across global teams
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