7 months ago
Role: Quality Assurance Lead
Salary: Up to 40,500 PA dependent on experience
Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.
Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.
We are constantly seeking new ways to achieve high performance in our clients' business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients' business operations.
What responsibilities will you have?
The QA Lead is tasked with evaluating and ensuring quality delivery of the Service Delivery teams (Tier 1-Tier 3, data services, payroll) in BT Pensions, Chesterfield. This role is responsible for the overall quality framework and outcomes of the BTPS service. The role reports to the Service Delivery Lead and the Risk and Compliance Lead.
On appointment, review the 'Service Improvement Plan' communicated to BTPSM, July 2016 for specific listing of QA Lead responsibilities and ensure items assigned to the QA Lead are actioned
Managing the time/deliverables of any resources supporting QA activity (including repurposing activity or tasks done now to drive better quality outcomes)
Drives the QA root cause analysis (aka E&O process) - including ensuring learning and feedback are built into on going service delivery to prevent recurrence
Owns and improves the current 'Complaints Process'
Identify continuous improvement opportunities within the Service Delivery environment, consulting with other subject matters experts, as necessary to improve Quality outcomes
Base lining current quality outcomes and set attainable (SMART) improvement targets
Reporting status, key metrics to the operations and client leadership team
Responsible for ensuring CSAT is analysed, measured and remains above target (working with the Service Management team to coordinate rollout of CSAT tracking across Tier 2 and Tier 3).
Follow through to ensure agent feedback is being shared and actioned
Supports monthly/quarterly service performance reporting for quality metrics
Review and enhance the current '3 Line Defence' quality standard
Performs detailed case review and provides feedback with agents. Focused on: Technical Accuracy, Quality of member communications, Quality of Case Outcomes / member satisfaction and TAT/SLA's adherence
Assess agent performance using objective data to rank agents for performance assessment (Top Quartile, Bottom Quartile)
Recommend individual 'Performance Improvement Plans' (PIP's) for employees not meeting quality targets and follow through to satisfactory completion (working with Capability Development Lead)
Makes recommendations to improve quality framework and outcomes. Follows these through to implementation
Assesses Accenture or other recognised quality management approaches for adaptation and use in BT Pensions Service. Introduces those that are fit for purpose
QA Lead will review and republish the current checklists for technical, customer service and internal controls and work with the Capability Development lead to schedule the service refresher training sessions. All check matrices need to cover trustee scheme rules, legislation reference check, and previous case file correspondence
The QA Lead will oversee the current complaint process and E&O process enhancing both, specifically improving the MI on both and improving 'feedback and action' loop
Enhanced QA will include detailed case file reviews around technical accuracy and quality/timeliness of responses provided. Aligning to leading practice in Customer Care operations, it will include objective administrator performance assessment and management.
QA Lead will review trigger points for case referral to BTPSM (on-going basis)Measurements of Success: Increased quality scores, fewer escalations and Increased number of 'Personal Improvement Plans' for Administrator team
What skills & experience are we looking for?
Team leadership experience
Significant exposure working in a complex Pensions Administration role
Great customer service-related work experience
Excellent communication and interpersonal skills
Strong organizational and administrative skills
Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
Communicate comfortably with Accenture management or client points of contact.
Escalate conflicts in a timely manner to appropriate personnel
Mentor and coach others
Participate and lead in analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
Identify barriers to effective teamwork
Be open and flexible to new ideas that may alter team goals
What academic qualifications do you need?
The individual has undertaken and passed at least one paper for a qualification relevant to their role such as, but not limited to, administration / project / accountancy and is continuing to study/undertake examinations. And they must commit to completing the full qualification (as defined by 'Qualified' below) within their 6 month probationary period
The individual has completed and passed all examination and has received a recognised qualification relevant for their role such as, but not limited to, CIMA / PMI / CPC / APE / DPC / PRINCE2
What's in it for you?
All of our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
On top of this, we have an extensive benefits package which includes 25 days' vacation per year, and 3 extra days leave per year for charitable work of your choice!
What are the next steps?
If this sounds like the ideal role, career and company for you, click below to apply.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions-underpinned by the world's largest delivery network-Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.
Closing Date for Applications 27/01/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found
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