•Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement.

•Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.

•Closely coordinates with clients on implementing new hire training amendments, policy updates, continuous educational trainings and upskilling of tenured production employees.

•Owns and holds accountable on ensuring knowledge base is up to date and employees are aware on changes through knowledge alignment, touch points, and process knowledge tests.

•Project manage improvement capabilities, change implementation, measures timeliness of implementation and ensures employee knowledge application on their day to day activities.

•Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects.

•Serves as point of contact that support analysis on business performance to drive operational change around core operations, strategic initiatives, change management and adoption of new processes.

•Proactively drives operational excellence through identifying opportunities, recommend improvements, and implement training changes.

•Bachelor's Degree holder, but also open to undergraduates with strong related experience

•Must have at least 12 years overall experience in Quality and Training Management under BPO industry

•Must have at least 5 years of experience in Management role

•Manages 30- 50 Training and Quality support at a scale of 500 - 1000 employees


Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

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