Your Work

In this role, you will:

• Partner with business drivers to execute on quality improvement tactics including schedule, scope, resource management, financials, benefit tracking, knowledge of emerging technologies and issue/risk management to ensure desired outcomes on quality measures such as MTM, NPS, STARS, and Forrester.
• Evaluate data insights to drive proactive solutions for quality and accuracy improvements
• Oversee and manage quality auditors, operations specialists and analysts in support of the delivery of quality and accuracy performance
• Be accountable for ensuring overall quality program and effective utilization of management routines achieve overall desired outcomes, results, and deliverables
• Ongoing development of QA team's skills for improving customer service policies for improved quality and accuracy performance
• Resolving or escalating quality and accuracy concerns, issues, and risks
• Leading a culture of root cause analysis, zero errors, and continuous improvement
• Reporting on quality and accuracy related topics timely which include "just-in-time".
• Representing the quality function in relevant meetings internal and external to CE

Your Knowledge and Experience

• Requires at least 5 years of Root Cause analysis for improving overall quality performance
• Proficiency with tools and methodologies to assess and improve service quality performance
• Ability to communicate technical information with various levels cross-functionally.
• Ability to communicate at the executive level
• Ability to communicate financial implications of and value creation from change or improvement initiatives
• Expert knowledge in analyzing data to direct improvement efforts