Job Description

-Manages day to day operations ensure audit delivery business operations are done per client requirement

-Ensure quality framework is in place and coordinated across stake holders

-Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement.

-Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance

-Establish quality governance process with clients and operations to ensure effective communication and organization

-Works with client on change management process, tools enhancements, and work flow amendments

-Proactively identifies opportunities and coordinates with different functions - operations, training, workforce, and reporting towards quality improvement

-Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened

-Develop and mentor people, act as a career counselor and create a high performing team (foster relationships, resolve conflicts, etc.)

-Bring innovation ideas and help client create work process standardization


<br>•Bachelor's degree holder <br>•Must have at least 15 years of experience in Quality Assurance under BPO industry <br>•Must have at least 10 years of Leadership experience <br>•Experience in healthcare or claims domain <br>•Lean Six Sigma Yellow Belt or Green Belt certification is an advantage <br>•Must be an expert in Quality framework <br>•Must have strong experience in the following: oRoot Cause Analysis oMaturity Model Assessment oQuality Audit Framework Creation oIssue Resolution / Problem solving and Innovation

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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