Quality Auditing Associate Manager
Accenture in the Philippines
Date: 2 weeks ago
City: Quezon City
Contract type: Full time
JOB DESCRIPTION:
Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance
Establish quality governance process with Client and operations to ensure effective communication and organization, including change management, tools enhancement and process changes.
Drive investigation of highly sensitive issues affecting Client, working with different teams to understand why and what happened
Proactively identify opportunities and coordinate with different functions – operations, training, workforce, and reporting towards quality improvement
Surface creative workarounds for quality issues where tools are the root cause and a technology solution is not imminent.
Establish governance with the Training & Policy team to execute requirements from client and internal stakeholders.
JOB QUALIFICATIONS:
Must have at least 7 years of BPO QA experience
Must have at 5 years' supervisory experience
Open to bachelor's degree holder and undergraduates
Sales experience is an advantage
Strong critical thinking and problem-solving skills
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