Our Client is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the worlds leading corporations. Founded on the core values of innovation, collaboration, excellence, integrity and respect creating value from data to ensure faster decision-making and transforming operating models. Key industries including Insurance, Healthcare, Banking and Financial Services, Media, and Retail among others.
Main duties, but not limited to:
- Develop process improvement and transformation strategy aligned to key clients strategic priorities
- Support in strategic priorities for driving value capture for the company
- Build a strong QE team to strategize and execute process improvements
- Build employee engagement / development programs in line with functional and business vertical plans
- Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program
- Build best practice compendium on key business situations / problems
- Develop QE capabilities for business development and support in solutioning for key prospects
- Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
- Build strong people engagement retention initiatives
- Develop strong project lean six sigma mentors (including select talent within operations)
- Develop cost and compliance effective quality model to meet client onshore / offshore requirements
- Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
- Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)
- Sustain and innovate a culture of independence of Quality Performance reporting across client/ business processes ensuring a true reflection of Client/ end customer experiences/ challenges
- Pivot to a Digital/ Smart QA model with a lean human intervention
- Expand QE effectiveness in the evolving Platform-Services business model
- Manage external auditors relationship and on-going annual and interim audits
- Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
- Optimize cost models for external certifications
Requirements:
- Excellent working knowledge of MS Office: MS Excel, Power Point, Word Doc, Outlook
- Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
- Proficient with Minitab software
- Proficient with MS-VISIO for flowcharting/process mapping software
- Domain Knowledge across Insurance/ Healthcare/ Platforms-Services/ Utilities preferred
- Knowledge of quality systems (ISO, COPC)
- Working knowledge of Transaction Monitoring (QA and QC)
- Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
- Knowledge of quality assurance, process improvements, domain, etc
- Consulting mindset
- Strategic focus and strong business acumen
- Demonstrates a global mindset
- Demonstrates an intellectually agile and analytical approach and thought process
- Is a brand ambassador
- Conformance to policies / compliances with auditing skills and eye for details
- Ability to coach and give feedback on an ongoing basis
- Interviewing skills
- Strong written and verbal communication Skills
- Project management skills and ability to lead in a continually challenging environment
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