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FBS Quality Consultant
Location
Mexico
Posted
3 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
FBS Quality Consultant
Capgemini
Role Description Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders. - Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts. - Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey. - Contributes to benchmark audits and targeted reviews. - Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling. - Partners with leadership to identify targeted audit needs for individual sites or teams. - Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders. - Consults with business to identify top opportunities and recommends actions to improve work product and business results. - Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed. - Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers. - May serve as team audit lead on a rotational basis. - Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits. - Analyzes audit data and assembles audit summary reports for leadership distribution. - Participates in audit closing conferences with leadership. - Completes secondary reviews of peer audits to ensure internal consistency of work. - Assists Compliance with targeted reviews. - Trains new members and mentors potential successors. - Performs other duties as assigned. Qualifications - High school diploma or equivalent required. - Bachelor’s degree preferred. - 1-3 years of experience working in claims or contact center. - Prior Quality and Call Center experience. - Fluent English. Requirements - Experience in a Performance Coach or similar position preferred. - Experience in a Supervisory position or team lead role preferred. Benefits - Competitive salary and performance-based bonuses. - Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc. - Career development and training opportunities. - Dynamic and inclusive work culture within a globally renowned group. - Private Health Insurance. - Pension Plan. - Paid Time Off. - Training & Development.
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