DE031172-Quality Auditing Associate Manager

Accenture in the Philippines; Philippines; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Accenture in the Philippines seeks a Quality Auditing Associate Manager to lead the Quality team, ensuring processes are consistent and meet client requirements. The role aligns with Google targets, mission, and vision, and establishes standardized quality measures.

Responsibilities include guiding QA audits, coaching analysts, and driving cross-site QTP initiatives to ensure service excellence and timely issue resolution.

Qualifications

• 8 to 12 years of solid QA experience.
• 5 to 10 years of supervisory experience.
• Experience leading QA teams and improving processes.

Responsibilities

• Assess the quality of analysts on the project.
• Meet volume and quality targets for QA audits.
• Develop and maintain knowledge of client processes and SLAs.
• Lead QTP strategy and execution across sites and regions.
• Provide coaching and feedback to analysts to improve performance.

Skills

Quality Assurance

Supervisory Experience

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE:

Quality Auditing Associate 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