Lead, Quality

📋 Description

• Support and monitor the performance of the partner QA team, ensuring their transaction monitoring
• Conduct spot checks / audit-the-auditor reviews on partner QA outputs and report findings and
• Lead and participate in calibration sessions with the partner QA teams and internal teams to ensure
• Analyze, report, and present quality transaction monitoring findings to inform program, regional
• Identify trends and propose action plans to drive continuous improvement based on QA and Ops
• Provide recommendations related to Product, Policy, Process, and People to the appropriate

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and professional experience.
• 7 plus experience in Quality Assurance, Customer Experience, Claims Operations, or a related
• Experience supporting, managing, or governing Quality programs within Business Process Outsourcing
• Strong track record of conducting root cause analyses, identifying trends and opportunities
• Experience developing and leveraging quality reporting, dashboards, and data visualization tools to
• Demonstrated ability to collaborate effectively across cross-functional teams, including Product

🎁 Benefits

• Base pay range is annualized, inclusive of allowances, and subject to change. This role may also be