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Quality Specialist – UPA

Full Time New
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Concentrix

  • 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
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