Quality Specialist - UPA
Core
Designing quality processes, analyzing results, and leading performance improvement initiatives for multiple accounts within a single region.
Role type
Quality Specialist (Operations)
Builds
Quality processes and performance improvement initiatives for client accounts
Domain
Business Operations / Customer Service Quality
Deliverable
dashboards & analysis
Required skills
Process design, Root cause analysis, Data analysis, Performance improvement, Stakeholder feedback, Governance, Data validation
Responsibilities
Evaluate adherence to and efficiency of key customer related quality processes; Initiate quality process changes to achieve desired business goals; Participate in call monitoring sessions and support root cause analysis; Analyze results and trends on all quality metrics; Provide feedback to Business stakeholders on program level Quality results; Maintain Quality governance activities including process documentation and reporting standards; Maintain integrity of Quality data reporting.
