Sam Sudan
Customer Care Quality and Training Operations Lead - Utilities @Accenture
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WORK HISTORY
Customer Care Quality and Training Operations Lead - Utilities @Accenture
Drive the proper management of the Quality performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.•Coordinate and guide the Quality team to ensure focus on Quality and CSAT performance. This position needs to drive high client satisfaction by managing overall Quality and CSAT performance.•Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.•Participate in the action and strategic planning process that establishes annual objectives and goals for an organization•Manage internal and external audit with processes and controls.•Be responsible for the development of resources within the Training and Quality program.•Perform process mapping and documentation•Responsible for delivery on all contracts / SLAs•Drive Business Transformation efforts for UK and Spain processes.•Works with Service Delivery Manager on change management process, tools enhancements, and work flow amendments.•Manage customised training in accordance with the client needs•Provide input and advice on training content and delivery (e.g. for course reviews/ proposals)•Regularly review and evaluate training to ensure quality training and continuous improvement•Evaluate course feedback and discuss student expectations to the Training Service Delivery Lead and recommend improvement of courseware from a content and/or delivery perspective•Promote Accenture Learning services and client\'s educational services•Lead a high performing Training and Quality program and team
EDUCATION
Kings School Tynemouth
Psychology
University of Bedfordshire
Bachelor's Degree, Psychology
Avado
CIPD HR Management, CIPD HR Management
SKILLS
ABOUT SAM SUDAN
CIPD Qualified
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