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 prioritiesSupport in strategic priorities for driving value capture for the companyBuild a strong QE team to strategize and execute process improvementsBuild employee engagement / development programs in line with functional and business vertical plansBuild strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation programBuild best practice compendium on key business situations / problemsDevelop QE capabilities for business development and support in solutioning for key prospectsBuild diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter expertsBuild strong people engagement retention initiativesDevelop strong project lean six sigma mentors (including select talent within operations)Develop cost and compliance effective quality model to meet client onshore / offshore requirementsEnsure 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/ challengesPivot to a Digital/ Smart QA model with a lean human interventionExpand QE effectiveness in the evolving Platform-Services business modelManage external auditors relationship and on-going annual and interim auditsEngage and co-ordinate with internal and external stakeholders pre, during and post audit periodsOptimize cost models for external certificationsRequirements:Excellent working knowledge of MS Office: MS Excel, Power Point, Word Doc, OutlookKnowledge of calls recording system and its usage (NICE, Witness, etc) preferredProficient with Minitab softwareProficient with MS-VISIO for flowcharting/process mapping softwareDomain Knowledge across Insurance/ Healthcare/ Platforms-Services/ Utilities preferredKnowledge 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 operationsKnowledge of quality assurance, process improvements, domain, etcConsulting mindsetStrategic focus and strong business acumenDemonstrates a global mindsetDemonstrates an intellectually agile and analytical approach and thought processIs a brand ambassadorConformance to policies / compliances with auditing skills and eye for detailsAbility to coach and give feedback on an ongoing basisInterviewing skillsStrong written and verbal communication SkillsProject management skills and ability to lead in a continually challenging environment
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