Director of Quality Excellence at Surgo HR & Training

Main duties, but not limited to:

• Develop process improvement and transformation strategy aligned to key clients strategic priorities
• Support in strategic priorities for driving value capture for the company
• Build a strong QE team to strategize and execute process improvements
• Build employee engagement / development programs in line with functional and business vertical plans
• Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program
• Build best practice compendium on key business situations / problems
• Develop QE capabilities for business development and support in solutioning for key prospects
• Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
• Build strong people engagement retention initiatives
• Develop strong project lean six sigma mentors (including select talent within operations)
• Develop cost and compliance effective quality model to meet client onshore / offshore requirements
• Ensure 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/ challenges
• Pivot to a Digital/ Smart QA model with a lean human intervention
• Expand QE effectiveness in the evolving Platform-Services business model
• Manage external auditors relationship and on-going annual and interim audits
• Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
• Optimize cost models for external certifications

Requirements:

• Excellent working knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook
• Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
• Proficient with Minitab software
• Proficient with MS-VISIO for flowcharting/process mapping software
• Domain Knowledge across Insurance/ Healthcare/ Platforms-Services/ Utilities preferred
• Knowledge 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 operations
• Knowledge of quality assurance, process improvements, domain, etc
• Consulting mindset 
• Strategic focus and strong business acumen
• Demonstrates a global mindset
• Demonstrates an intellectually agile and analytical approach and thought process
• Is a brand ambassador
• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis
• Interviewing skills
• Strong written and verbal communication Skills
• Project management skills and ability to lead in a continually challenging environment