Quality Auditing Associate Manager

Skill required: Trust & Safety - Quality Management
Designation: Quality Auditing Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 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 world’s 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. You will be responsible for leading a team of Content Moderators whose role is 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 and you 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, any role supporting content moderation needs 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 role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
What are we looking for? • Site Quality performance ensuring accuracy targets and met and exceeded month on month • Drive and maintain the rigor on Quality framework • Ensuring smooth function of the training function based on the set processes • Meeting and exceeding QTP KPIs and internal/external set goals • Developing people • Develop and maintain good working relationship with internal and external stakeholders • Coordinating and managing assigned capability roles • Strong communication skills with all levels of employees and management • Ability to perform special projects as needed in addition to daily responsibilities • Strong organizational skills • Flexibility to work in different shifts and overtime; or swing shifts as needed. • Ability to organize staff and supervise workload for maximum efficient • Establish and evolve formal Quality and Training processes, ensuring that the team is using industry-accepted best practices. • Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met. • Lead and mentor the QTP team members and setup robust performance metrics. • Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas. • Accountable for handling multiple market complex data • Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals. • Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios. • Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed. • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
Roles and Responsibilities: • Description of skills requirements, desired work experience, Educational background, special trainings, etc. • More than 10 years of relevant supervisory experience • Strong experience on developing, deploying and managing Quality and training framework / processes in the service industry • Experience in managing large teams and stakeholders at all levels • Management reporting experience • Experience managing/supporting productivity-driven operation • Strong leadership skills • Ability to learn quickly through self-study, classroom, and hands-on experience • Strong analytical skills to drive RCAs and come up with out of the box solutions Roles and Responsibilities: • In this role you are required to do analysis and solving of moderately complex problems • Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures • The person requires understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor or team leads • Generally interacts with peers and/or management levels at a client and/or within Accenture • The person should require minimal guidance when determining methods and procedures on new assignments • Decisions often impact the team in which they reside and occasionally impact other teams • Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts • Allocates resources and responsibilities across team to deliver business results and develop team members. • Manages and ensures consistent application of human resource processes including career development, salary review, resources and performance management within area of responsibility. • Evaluates direct reports and provides formal counseling and mentoring to staff.

Any Graduation