Quality Specialist - UPA
- 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