Quality Auditing Associate Manager

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POSITION TITLE: Quality Auditing Associate Manager
WORK SETUP: Return to Office

OVERALL PURPOSE:
Lead and guide Quality team. Ensures quality provides processes that is consistent and meet client requirements. Ensures quality team members are aligned with Google targets, mission, and vision. Establish standardized quality measures.

RESPONSIBILITIES:
• 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.
• Develop and maintain an understanding of client Service Level Agreements and the department's key performance requirements.
• Develop and maintain product, industry, and business and professional skills by participating in on-the-job and classroom training.
• Participate in process calibration sessions with clients and cross-vendors.
• 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.
• Managing the end-to-end Quality, Training & Policy (QTP) strategy and execution for site
• Responsible for the performance of the QTP Teams across sites & regions
• Define and execute 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 Site
• Engage with QTP & operations team across sites to ensure processes continue to meet business outcome

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Client Site - Non-Accenture Facility

SKILL AND QUALIFICATIONS: • Standard QA Profile • 8 to 12 years of solid experience; 5 to 10 years of supervisory experience

Taguig

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