JOB DESCRIPTION:

• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance
• Establish quality governance process with Client and operations to ensure effective communication and organization, including change management, tools enhancement and process changes. 
• Drive investigation of highly sensitive issues affecting Client, working with different teams to understand why and what happened 
• Proactively identify opportunities and coordinate with different functions – operations, training, workforce, and reporting towards quality improvement
• Surface creative workarounds for quality issues where tools are the root cause and a technology solution is not imminent.
• Establish governance with the Training & Policy team to execute requirements from client and internal stakeholders.