Quality Program Coordinator

About the Role

Global Quality is evolving to provide a tech-enabled, highly standardized, easily scalable program solution. As part of the new organization alignment, we have activated the Program Strategy pillar, dedicated to defining, deploying, and evolving experience standards to all CommOps business units.. To ensure we provide dedicated focus , we are looking for a Program Specialist IV as part of our Program Strategy pillar. This role will be responsible for engaging and cross-functionally work with the CX teams to help enable quality support strategy for the regions as part of their core activity. This is a deadline driven role and will be highly focused on project rollouts and implementations.

What the Candidate Will Need / Bonus Points

1. Complete data and Root-cause Analysis and provide corrective and preventive action items
2. Regularly present findings to stakeholders at various levels or in calibration meetings
3. Facilitate quality discussions to share best practices with partners, agents, and stakeholders
4. Follow procedures and process paths to complete key tasks, managing escalations and balancing competing priorities appropriately
5. Identify and implement short-term solutions in a timely manner, while helping define the long-term solution.
6. Lead calibration/ alignment sessions of the audits with key stakeholders, as well as present findings to the business
7. Identify, promote and trigger continuous improvement opportunities in coaching, training, process, policies
8. Act as subject matter expert of quality Program process and quality guidelines
9. Surface and communicate possible conflicts between policies and/or processes to stakeholders
10. Track progress, understand dependencies, and communicate status to upper management
11. Proactively work to remove obstacles and enable forward momentum

1. More than 6 months of experience in one of the following: service quality assurance, compliance, banking, insurance, fraud, consulting, CX, BPO management or regulated area
2. At least 2 years of experience in project management
3. Experience with Google Suite
4. Proficiency in English (writing and speaking)
5. Experience creating powerful visual presentations with data backed up solutions and facilitating meetings
6. Strong QA business insight and operational expertise
7. Strong Project management skills
8. Project Management Methodologies experience (Lean Six Sigma, Agile, Kanban, Scrum, etc)
9. Adaptability to handle conflicting deadlines and projects
10. Stakeholder management
11. Negotiation skills
12. Problem solving, collaboration, stakeholder management, and analytical skills
13. Communication, planning, organization skills