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Scaled Ops Quality & Training Program Manager

Accenture

This is a Full-time position in Austin, TX posted December 12, 2021.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in ourClient Delivery & Operationscareer track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

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

Basic Qualifications:

  • 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

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

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