Quality Auditor Lead

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.

The Quality Auditing Senior Analyst is a collaborator with a strong background in quality strategies, knowledge of the end-to-end process and baselining of quality around managed services environment. QA Lead responsibilities include smart communication with different stakeholders, both internal and external, being a direct POC for quality matters across the service provided. Need to be in constant communication with Ops leads, supervisors, and managers to identify opportunities and mapping out development plans for teams and individuals. This role involves planning, designing, execution and reporting of quality efforts along the different programs supported.

Under this role, the collaborator must work under mentoring and support stages for quality goals along different programs at the same time, must have experience with LOBs policies. Hard-skills in Quality principles and foundations plus soft-skills development are also essential to transmit information as needed to specific POCs.

Role Responsibilities

• Execute and domain the QA framework defined under TnS Umbrella.

• Plan and Design daily efforts under different quality approaches for the programs supported.

• Lead a group of QA Analysts under different line of businesses and delimitate their daily goals and expectations.

• Select appropriate quality methods for preventive and corrective actions along the entire process (e.g. tools, techniques, models, etc).

• Ensure that weekly KPIs under effectiveness area are controllable.

• Apply specific improvement plans when the scores are not moving as per the strategy defined.

• Lead the Root Cause Analysis implementation across the different LOBs or programs that has opportunities in terms of policy and procedures.

• Develop the QA Analysts of the project in terms of data analysis, agents support, executive reports and facing with peers in other locations.

• Lead conversations under Quality approach with external and local stakeholders, both Accenture and Client.

• Design, prepare and order different quality techniques for better understanding of the internal process.

• Track and coordinate administrative tasks for continual people development.

• Generate periodic reports and additional regional/local quality metrics to determine program performance (groupal and individual).

• Conduct analysis of quality metrics data across region, present outcomes and make recommendations for improvements.

• Work closely with training department to assess that quality and training strategies can be successfully achieved.

Required:

• Proven work experience as a Quality Coordinator, QA Analyst Lead, Quality Auditor Lead, or similar role

• Hands-on experience supporting multiple programs under quality scope in a corporate setting.

• Extensive knowledge of quality foundations, theory, and implementation.

• Adequate knowledge of quality management systems and web delivery tools.

• Proven ability to complete full quality management process (planning, assurance, control and improvement).

• Familiarity with traditional and modern quality methods and techniques.

Preferred:

• Knowledge of Microsoft Office (MS Excel - Intermediate/Advanced Level).

• RCA (Root Cause Analysis)- Knowledge of the tool and how to utilize it when needed for training needs.

• PKT (Process Knowledge Tests) - Knowledge of the tool and how to utilize it when needed.

• English Level (C1 Advanced).

• Portuguese (it´s a must but not a blocker).

• Quality Foundations Experience (Theorical and practical) - 3+ years in related positions.

• Client facing interactions on T3 sessions, kick off calls, WBRs or similar.

Soft Skills

• Communication: Clear and effective communication skills are essential for conveying quality materials, instructions, and feedback to QA Department.

• Empathy: Understanding the needs and challenges of QAs is crucial for tailoring to their requirements.

• Patience: QA Lead role often involves working with individuals at different skill levels and learning paces.

• Adaptability: The ability to adapt quickly to changing circumstances, adjust quality methods as needed, and find solutions to problems is vital.

• Leadership: As a QA Lead, youll be guiding and motivating a team of QAs on daily work and professional development.

• Organizational skills: Managing schedules, materials, and resources efficiently is essential for the smooth running of the programs.

• Collaboration: Working collaboratively with stakeholders, subject matter experts, and other team members is important for gathering input, aligning quality goals with organizational objectives, and ensuring the relevance of content.

Accenture is a leading global professional services company that helps the worlds leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the worlds leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

Information :

• Company : Accenture
• Position : Quality Auditor Lead
• Location : Heredia, Provincia de Heredia
• Country : CR