Jyotsna Singh
Global Quality Manager
Dublin,Dublin
Summary
Accomplished Global Quality Lead at Accenture, I excel in operational excellence and relationship building, driving a 32% decrease in overtime through process automation. Skilled in risk management and fostering strategic partnerships, my leadership has consistently enhanced compliance and business strategy, mentoring teams towards innovative solutions and improved client satisfaction.
Overview
7
7
years of professional experience
Work History
Global Quality Lead
Accenture
2022.07 - Current
- Effectively manage and mentor Global team (DUB/BKK) responsible for various workflows, quality channels, and global stakeholders.
- Primary liaison for all project- Quality related communications, ensuring stakeholders are aligned and informed throughout projects via status updates and reports.
- Develop continuous improvement plan, track corrective measures, support compliance monitoring and audits, and conduct quality training within operations function.
- Maintain, and evolve external relationships with Clients and across Projects solutions and manage strategic partnerships with Clients and Internal Stakeholders.
- Collaborate with various departments, such as Operations, Training, Policy, legal, change delivery to align project goals with business objectives.
- Coach and mentor 8 + project team members, promoting culture of continuous improvement and innovation through recognition of achievements and setting clear, achievable goals.
Service Delivery Ops- Team Lead
Accenture
2021.03 - 2022.07
- Worked with Roster Management, We care team, Reporting and client teams to execute Project deliverables
- Managed team performance to meet client SLAs and KPIs.
- Effectively managed weekly Max Bill for 23 team members
- Managed game plan for Client trainings.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Reporting Analyst
Accenture
2018.08 - 2021.03
- Prepared monthly ad hoc reporting in alignment with client need and Internal stakeholder
- Developed processes to automate 4 of reporting processes, resulting in 32 % decrease in overtime hours.
- Used SQL /Tableau to generate required reports and optimize query creation.
- Supported various departments, including Onboarding and offboarding with Accenture Roster Management team and Facebook Provisioning.
- Escalated red flags to management on a duty of care perspective.
- Prepared presentations for upper management.
Client Service Representative
Hays
2017.02 - 2018.08
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promptly respond to customer enquiries in person over via phone, email, Chat.
- Effectively managed daily KPI target.
- Target-driven role, where I work with a wide range of account issue, providing customer support and strategic guidance on Facebook marketing campaigns.
Education
Master of Arts - Marketing
Dublin Business School
Dublin 2001.04 -
Skills
Operational Excellence
Additional Information
- Accenture Mental health Ally (July 2019 – present)
- FY22 Developing Our Women Program (April 2022)
- Team Lead Boot Camp- (May 2022)
Timeline
Global Quality Lead
Accenture
2022.07 - Current
Service Delivery Ops- Team Lead
Accenture
2021.03 - 2022.07
Reporting Analyst
Accenture
2018.08 - 2021.03
Client Service Representative
Hays
2017.02 - 2018.08
Master of Arts - Marketing
Dublin Business School
2001.04 -
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Interests
Kayaking
Gardening
Long Walk
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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