About The Role

Job Title

Quality Specialist

Job Description

The Specialist, Quality is responsible for supporting single or multiple accounts. This position supports the designing of quality related processes, taking a sample of all key customer related quality processes, analysis of results, participating in problem solving, and designing process improvement initiatives. He/she participates in internal quality performance audits, system reviews, and overall application of the quality system across their respective accounts and region.

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 satisfaction for multiple accounts within a single region
Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfaction for multiple accounts within a single region
Analyze results and trends on all quality metrics across assigned multiple account(s); facilitate and leads performance improvement teams for 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 appropriate for 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