Quality Auditing Senior Analyst

Skill required: Trust & Safety - Quality Management
Designation: Quality Auditing Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? 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. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society. You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their job role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. In Quality Management, you will be overseeing all activities and tasks needed to maintain a desired level of excellence. This includes the determination of a quality policy, creating and implementing quality planning and assurance, quality control, and quality improvement.
What are we looking for? The QTP Manager serves as the main point of contact on managing all day to day QTP deliverables and client management. He/she will represent his/her site on local syncs with the rest of the Senior leadership, QTP leads and operations managers. The role also entails frequent client facing interaction, may it be virtual or face to face, discussing all QTP related items and activities. ? 10+ years of experience in quality, learning & change management functions within an operations setting ? 10+ years of people management experience in leading teams ? Experience identifying and implementing process improvement opportunities within enabling functions to drive business outcomes ? Experience managing and growing global teams, while keeping pace with changing policies and standards Experience working across a global multicultural and multilingual team, tackling problems and designing business solutions ? Experience in any process improvement framework or process maturity models in design and execution ? Experience communicating with, influencing, and presenting to a variety of audiences, including global cross-functional leaders Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously ? Adaptable to learn new processes, concepts, and skills. ? Demonstrates the ability to work as part of a team adding positive attitude and business focus ? Ability to work in a fast-paced work environment ? Enjoying challenging opportunities ? Ability to communicate in a dynamic environment throughout all management levels ? Ability to solve urgent matters and work under pressure ? Reliable, proactive approach to entrusted tasks
Roles and Responsibilities: Managing the end-to-end Quality, Training & Policy (QTP) strategy and execution across site ? Responsible for the performance of the QTP Teams across site ? Define and execute on standard documentation strategy for QTP function ensuring qualitative and quantitative metrics (as agreed with Client) are defined for the success of each function ? Define and execute measurement strategies for functional scorecards within Service Provider site ? Engage with QTP & operations team across sites to ensure processes continue to meet business outcomes ? Communicate critical feedback and best practices from all regions to site delivery teams ? Enable change management execution for routine changes across multiple regions within their specific Service Provider ? Improve, align, and maintain processes across functional skills of quality, training and policy center of excellence across multiple regions within their specific Service Provider ? Monitor performance through metric review and statistical inference to drive improvement ? Provide recommendations to Client for re-engineer existing processes which are broken or not delivering results for scaled review ? Orchestrate cross-functional role within Service Provider sites to aid business metric achievement ? Establish and provide functional skill development strategies within Service Provider sites to attract and retain the best talent ? Establish governance engagements within Service Provider sites and across Client groups to communicate execution strategy and provide progress ? Engage with Client counterparts on regular frequency to drive partnership and collaboration