DE032222-Quality Auditing Specialist

Accenture in the Philippines; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture in the Philippines is seeking a Quality Auditing Specialist to lead the Quality team and ensure high CSAT performance. The role emphasizes adherence, compliance, and optimization of utilization while driving profitability.

Responsibilities include coordinating audits, developing the team, mapping processes, and presenting improvements in client reviews. A telecom background and supervisory experience are preferred for this senior position.

Qualifications

• 5 to 7 years of QA experience with supervisory exposure.
• Telco background preferred.

Responsibilities

• Coordinate and guide Quality team to focus on Quality and CSAT.
• Drive client satisfaction by managing overall Quality and CSAT performance.
• Track adherence, compliance, and utilization to improve profitability.
• Manage internal and external audits and controls.
• Develop resources under span and drive team development.
• Map and document processes for standardization and improvement.
• Engage in customer calls and quarterly business reviews for Quality.

Skills

Quality Assurance

Team Leadership

Telecom

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 Specialist

Work Setup: Return to Office

Responsibilities

• Responsible for coordinating and guiding the Quality team to ensure focus on Quality and CSAT performance.
• This position needs to drive high client satisfaction by managing overall Quality and CSAT performance
• This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.
• Manages internal and external audit with processes and controls.
• Responsible for the development of resources under his/her span
• Trained on Lean and Six Sigma Principles. Six Sigma yellow belt Certified
• Ability to perform process mapping and documentation
• Manages 2 or more deals with atleast 10 Quality Analysts
• Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism.
• Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on account SLA concerns.
• Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated issues and updates.
• This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.
• Develop programs/modules/projects or other initiatives for Quality Team’s development and efficiency
• Participate in customer presentations, client calls, and quarterly business reviews to represent the Quality department.
• Analyze, create, document, and deploy standardization and continuous improvement processes for the project on any but not limited to the following: agent and management processes, end-to-end performance management cycle, communication strategy, delivery solution and client services
• OTHERS: Project Shift Schedule: Mid Shift Project Rest Day: Weekends Project/Team Location: Quezon Gateway Tower 2

Skills and Qualifications

• 5 to 7 years of solid experience; 3 years of supervisory experience
• No domain
• Telco background preferred.