Quality Assurance Associate Manager

Accenture; Hyderabad City Taluka; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A global professional services company is seeking a Quality Assurance Associate Manager to lead a team of Quality Analysts in delivering top-level quality assurance. The role involves client communications, operational improvement strategies, and team performance management. Ideal candidates should possess 10-14 years of experience and hold any graduation degree. Strong skills in quality checks, operational audit, and compliance are essential for this position. This role is based in Hyderabad, Sindh, Pakistan.

Qualifications

• 10 to 14 years of experience in quality assurance or related field.
• Ability to identify operational opportunities for improvement.
• Excellent interpersonal skills and team-oriented.

Responsibilities

• Manage a team of Quality Analysts to deliver quality assurance.
• Act as the main point of contact for client communications.
• Lead root cause and data analysis for key metrics.

Skills

Quality Checks

Operational Audit

Compliance

Team Management

Data Analysis

Communication Skills

Education

Any Graduation

Job description

Skill required: Quality Checks - Operational Audit & Compliance

Designation: Quality Assurance Associate Manager

Qualifications: Any Graduation

Years of Experience: 10 to 14 years

About Accenture

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, Technology and Operations services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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

What would you do?

• Ability to identify operational opportunities for improvement
• Excellent communication and interpersonal skills with client and customer centric experience
• Strong organizational and administrative skills

What are we looking for?

• Lead calibration exercises with other regional QA Leads
• Performance management: career counselling, coaching, performance development
• Continuous improvement strategies and ideas, including new process incubation and induction
• Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing, recognizing the audience and communicating appropriately
• Consistently drive quality and best practices at the highest level within the region
• Act as client escalation point of contact for QA process questions, issues and resolution
• Act as a senior Subject Matter Expert for QA evaluations
• Contribute to the QA Teams development and share knowledge within the team
• Administer the QA issue repository and ensure all escalations are properly addressed
• Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
• Use appropriate mannerisms and behavior when interacting with client groups and/or end users
• Communicate comfortably with Accenture management or client points of contact
• Escalate conflicts in a timely manner to appropriate personnel
• Participate in and analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
• Identify barriers to effective teamwork

Roles and Responsibilities

• The role is to manage a team of Quality Analysts to deliver quality assurance at the highest level.
• The QA Lead will represent the team in client communications and provide all levels of support and liaison for the client as necessary. Primary responsibilities are to be the delivery main point of contact and act as the single point for escalation on urgent issues. Responsible for teams’ performance against quality SLAs, quality of service and will be required to work closely with global counterparts. There will be a strong element of new process incubation, induction and process improvement. You will be responsible for promoting and maintaining a high performance culture and a great place to work.
• Lead root cause and other data analysis for metrics associated with customer service, customer satisfaction, agent performance, outbound calling, etc.
• Drive and manage regional initiatives
• Lead the QA team in problem prevention and continuous improvement projects
• Identify improvement opportunities within the Account Access Operation
• Monitor and measure teams' quality performance against defined criteria as part of the quality framework
• Work closely with the training team to highlight quality and performance areas for focus to feed into their training program