Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
Responsibilities: Manage strategic quality initiatives on top of reporting and quality review functions.
Responsible for team management and facilitate meetings with stakeholders.
Manage the end-to-end Quality, Training Policy (QTP) strategy and execution.
Provide timely feedback to clients on process enhancements to improve quality standards.
Course correct non-performing metrics and analysts through root cause analysis and solid action planning.
Motivate and strategize how the team will meet efficiency, productivity, and consistency targets.
Elevate and escalate red flags to management on a duty of care perspective.
Provide feedback to analysts to follow approved guidelines, procedures, and processes consistently.
Assess the quality of analysts on the project.
Meet volume and quality targets for all quality assurance audits.
Develop and maintain knowledge of client and their business needs processes.
Understand client Service Level Agreements and the department's key performance requirements.
Develop and maintain product, industry, and business skills by participating in on-the-job and classroom training.
Participate in process calibration sessions with clients and cross-vendor.
Take accountability for effectively handling escalations.
Identify root causes for business-related issues and recommend solutions to improve overall client satisfaction.
Assist with monitoring and tracking incidents to ensure timely resolution.
Deliver individual and group feedback, provide coaching sessions, motivating, and encouraging analysts to improve performance.
Minimum Requirements: Graduate with more than 4 years of working experience, preferably with experience in leading teams.
Engage with client counterparts on a regular basis to drive partnership and collaboration.
Excellent oral and written communication skills.
Passion for learning and creative problem solving.
AML knowledge is a plus.
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