DE032222-Quality Auditing Specialist

Accenture


Date: 2 weeks ago
City: Quezon City
Contract type: Full time
---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.

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