Hybrid - 2 days of home office (Monday and Friday)RoleThe Quality and Continuous Improvement Lead supports People Services Center operations in performing Quality Audits and applying Continuous Improvement strategies. This position leads the implementation of process changes/ improvements and Lean Operating Principles. It is part of a global team responsible for master processes development and review, quality support, continuous improvement systems, operating practices, metrics, case categorization and reporting.QualityLead the implementation of People Services Center Quality Assurance plan;Conduct quality audits and calibration sessions with Leadership and Subject Matter Experts;Track quality performance based on Customer Survey feedback and lead improvement effort;Continually analyze and increase the value of the quality system;Capability to create and review Master Processes documentation for supporting People Services Center Operations;Facilitate Quality System (e.g. Master Process, Quality Handbook) and Problem Solving training;Determine customer survey strategies to increase participation rates;Support and validate requirements for Operations and Quality Dashboard development;Continuous ImprovementImplement, lead and support the Continuous Improvement process;Apply Root Cause analysis and develop improvement Initiatives;Understand and train various continuous improvement tools to be applied within the process;Practical Problem Solving;Operational Excellence;Value Stream Mapping and Process Flow Development (e.g. Visio);Capture and report results from continuous improvement activities.Mandatory RequirementsBachelor's Degree;Knowledge and experience in Operational Excellence methodology;Excellent communication skills in English;Intermediate Spanish;Strong experience in a quality support or operations role.DesirableKnowledge of 6 SigmaBehavioral SkillsProven ability to analyze data and present key insights in formal meetings with senior managementProven ability to lead problem-solving projectsExcellent presentation and communication skillsNegotiation and argumentation skillsPreferred QualificationsExperience as a customer service agent;Working with OpEx (6 sigma) projects;Quality System leadership experience;Training experience.
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