Scaled Ops Quality & Training Program Lead

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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Qualifications

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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