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Scaled Ops Quality & Training Program Lead

3+ months agoAustin, TX

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 .

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
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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
As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is

$88,600-$139,399 and information on benefits offered is here.

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Job ID: AccentureInc-00981274
Employment Type: Other