Specialist QE - SLZ

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Job Description

• Evaluate adherence to and efficiency of key customer related quality processes that support ability of organization to achieve business results and client satisfaction for multiple accounts within a single region
• Initiate quality process changes to achieve desired business goals, client and customer satisfactionfor multiple accounts within a single region
• Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfactionfor multiple accounts within a single region
• Analyze results and trends on all quality metrics across assigned multiple account(s);facilitate and leads performance improvement teamsfor multiple accounts within a single region
• Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program level Quality results/trends across region
• Recommends and initiates organizational change, as appropriatefor multiple accounts within a single region
• Support management focus on review of key drivers, metrics and operational processes in partnership with primary Quality Manager
• Maintain Quality governance activities, including but not limited to process documentation / standardization, staff onboarding standards, establish career paths, reporting standards, etc.for multiple accounts within a single region
• Maintain integrity of Quality data reporting including input process, validation checks, and output alignment across their respective region

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