Accenture Agility Services - Quality Assurance Team Lead (Austin, TX) in Austin, Texas

Title: Agility Services - Quality Assurance Team Lead (Austin, TX) Location: USA-Southwest Job Number: 00506391

Agility Services offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For at http://fortune.com/best-companies/accenture-84/ and DiversityInc’s Top 50 Companies for Diversity at http://www.diversityinc.com/the-diversityinc-top-50-companies-for-diversity-2016/ lists.

As an Agility Services employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources.

Location: Austin, TX

Project Expected Duration: 12 Months

Hours: Varied

Day-to-day responsibilities may include, but are not limited to:

  • Effectively manage and mentor a team responsible for diverse workflows, quality channels, and global stakeholders

  • Implement a clear, overall quality strategy with scalable processes, tools, and systems that enables resource-efficient monitoring of decision accuracy

  • Identify overall user experience issues in a timely and efficient manner

  • Define appropriate continuous improvement programs

  • Demonstrate why quality matters, build consensus, and inspire others to quickly address problems

  • Monitor and ensure quality of the project does not drop below contractual requirements

  • Maintain high customer satisfaction ratings

  • Develop and maintain an understanding of customer Service Level Agreements (SLAs) and departments key performance requirements

  • Assist with monitoring and tracking incidents to ensure resolution occurs within the SLA

  • Drive accountability with team leads and their teams to meet quality performance goals, and ensure program standards are met on a week-over-week basis

  • Assess and prioritize the top quality issues affecting the teams in assigned office across all decision-making channels

  • Quantify business cases and drive cross-functional partners to change systems, processes, and policies to achieve better outcomes

  • Drive investigation of highly sensitive issues affecting assigned office, working with teams and other stakeholders to understand root cause

  • Keep abreast of the evolving support ecosystem and customer-specific business processes

  • Proactively address quality issues and identify creative workarounds for quality issues

Qualifications:

Basic Qualifications

  • Bachelor’s Degree OR High School Diploma plus minimum 3 years of relevant work experience

  • Minimum 2 years of experience within an operations and process quality environment performing quality control and quality analysis

  • Minimum 1 year of people management experience across diverse functions (direct reports, cross-functional relationships, third-party vendors, etc.)

  • Experience with escalation management and managing projects to established SLAs

  • General knowledge of Human Resources policies and procedures

  • Strong functional experience with Microsoft Excel (PivotTable, charts, statistical functions) required

  • Proficiency in Microsoft Word and PowerPoint

Preferred Skills / Experience

  • Quality certification (e.g., Lean Six Sigma, TQM, etc.)

  • Minimum 1 year of experience leading cross-functional quality improvement projects and teams

  • Knowledge of multi-cultural communications and cultural context in supporting other countries

Professional Skills Requirements

  • Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels

  • Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities

  • Passion for corporate mission and ensuring a world class user support experience

  • Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making

  • Quick learner and adaptable to learn new processes, concepts, and skills

  • Excellent organizational and time management skills

  • Results-oriented, self-directed, and inquisitive

  • Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard

  • A reliable, proactive approach to entrusted tasks

  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities

  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment

  • Proven track record of collaborating with cross-functional groups to produce results

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: Performance, Risk & Quality