Quality, Training & Policy (QTP) Manager

The Quality, Training & Policy (QTP) Manager is responsible for overseeing the execution and alignment of quality, training, and policy initiatives ensuring that teams perform at the highest standards. This role involves driving operational excellence through collaboration with the Operations team, supporting change management efforts, and continuously evaluating processes. The QTP Lead also monitors performance metrics to identify areas for enhancement, engages client counterparts to foster strong partnerships, and leads innovative efforts to elevate functional capabilities. The QTP lead owns the overall quality and training agenda and analysts in these spaces.

Key Responsibilities:

• End-to-End Program Oversite: Manage the execution of quality, training, and policy (QTP) initiatives across the site, ensuring seamless delivery of policy changes, training programs, and quality improvements. Partner closely with delivery teams, Customer Experience as well as the Transition Lifecycle team. This oversight includes the overall strategy and agenda for the QTP space and enabling the team to successfully deliver upon these strategies.
• Team Performance Management: Lead and drive the performance of teams, ensuring alignment with program objectives and operational excellence.
• Collaboration with Operations: Partner with the Operations team to develop and implement action plans that drive quality improvements, enhance new hire success, and ensure effective dissemination of changes.
• Performance Monitoring: Regularly review performance metrics and data to identify areas for improvement and drive actionable strategies to enhance outcomes.
• Governance and Communication: Establish governance frameworks and engage with internal stakeholders and client groups to communicate progress, track execution, and report on key initiatives.
• Client Engagement: Build strong partnerships with client counterparts through regular engagement, ensuring collaboration, alignment of goals, and mutual success.

Role Requirements:

• This is an onsite in San Antonio, TX
• The role requires candidate pass English Assessments (written and spoken) with a minimum score of C1 for each

Basic Qualifications:

• Minimum of 5 years experience in quality, learning, and/or change management within an operations environment

• Minimum 4 years experience leading teams

• Minimum 3 of work experience with customer support/service

Preferred Qualifications:

• Ability to identify operational opportunities for improvement

• Excellent communication and interpersonal skills with client and customer centric experience

• 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

• Participate in and analyzing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action

• Identify barriers to effective teamwork

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.
The application window for this job will remain open until at least 07/21/2025. However, if this date has passed and this role is still posted, please note we are still accepting applications.

Information on benefits is here.

Role Location Annual Salary Range

California $94,400 to $266,300

Colorado $94,400 to $230,000

District of Columbia $100,500 to $245,000

Illinois $87,400 to $230,000

Minnesota $94,400 to $230,000

Maryland $94,400 to $230,000

New York/New Jersey $87,400 to $266,300

Washington $100,500 to $245,000

Requesting an Accommodation

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