Delivery Operations Team Lead - QTP Lead

Location: Dublin

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.

You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.

Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.


What You’ll Do
Lead Quality, Training, and Policy teams to ensure strategic alignment across operations
Analyze and solve moderately complex problems, adapting and creating solutions as needed
Use data-driven root cause analysis and performance metrics to identify trends, inform decisions, and guide continuous improvement
Drive team performance and accountability by setting clear expectations and ensuring consistent execution of KPIs and SLAs
Champion a culture of quality and innovation by implementing process enhancements and preventative strategies across projects
Monitor and evaluate team quality performance against established frameworks and organizational standards
Facilitate calibration and alignment sessions to maintain consistency, objectivity, and adherence to best practices
Provide strong leadership and people development, including coaching, mentoring, career growth support, and performance management
Act as a senior Subject Matter Expert (SME) for QA processes, training methodology, and policy compliance
Lead change management initiatives, guiding teams through policy updates, process changes, and new tool implementations with minimal disruption
Interact with supervisors, peers, and client stakeholders, ensuring alignment with strategic goals
Be flexible to work in rotational shifts as required


Qualifications & Experience


Bachelor’s degree or equivalent work experience
7–11 years of total work experience
3–4 years’ experience leading teams
3+ years’ experience in a Quality Assurance (QA) capacity
4+ years’ experience in Service Desk or Call Centre operations
Experience handling customer interactions via voice and/or chat support channels
Familiarity with traditional and modern training methods, tools, and techniques
English proficiency: C1
Minimum education: High School Diploma / GED


Key Skills


Trust & Safety expertise
Team Management (P4 level)
Strong problem-solving and decision-making skills
Ability to drive performance and accountability through KPIs and SLAs
Excellent communication and leadership capabilities
Data-driven mindset with proven experience in root cause analysis and continuous improvement


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