Job Description

Job Summary:

The Partner Quality Leader is responsible for ensuring ALIGHT’s CARE Quality Program is effectively executed and delivered upon by their aligned Partner team leads (TLs) when monitoring and coaching their Customer Care representatives. They will work closely with the Partner Site Operations Manager and ALIGHT customer care to achieve continuity of the management team and customer care representatives.

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Responsibilities:

• Manage, coordinate and facilitate new Partner Team Lead/Specialist training, continuing education and on-the-job training related to the quality and coaching program. Includes managing and certifying team leads on ALIGHT quality program, conducting calibration meetings, etc. The partner team leads are evaluating appropriately and meeting alignment standards.
• Utilizes the Partner Quality Leader playbook effectively to improve quality program metrics.
• Proactively reports quality related trends to the business as measured by our key performance indicators.
• Responsible for strategic continuous improvement review. Lead any required data analysis to ensure business results are being captured in both the performance and customer care colleague scorecards.
• Delivery of contractual and internal performance standards related to the quality program.
• Provide timely and effective feedback to guide and discussed obstacles observed with individual/team and keeping line of sight for the Operations Manager and/or ALIGHT Delivery Manager.
• Involved with the identification and implementation of changes necessary to improve the level of quality. Ensure that quality program and coaching best practices are being followed.
  • Conduct audits to ensure team leads are meeting weekly coaching expectations for each customer care representative, following ALIGHT’s best practices when selecting calls to evaluate and provide coaching (e.g. type of calls being evaluated, call length, comments, etc.), and ensure accuracy of CARE evaluation forms completed the prior week and follow up with team leads to ensure any necessary corrections are made.
• Ensure team leads are strategically preparing for coaching sessions by utilizing a coaching prep plan which enables team leads to effectively target specific coaching opportunities.
• Observe coaching sessions and provide timely feedback/coaching to the team lead when opportunities exist for more effective utilization of the coaching prep plan.
• Ensure monthly call quality calibrations are occurring with ALIGHT’s client teams and their aligned Team Leads. Attendance is optional.

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Qualifications:

• Bachelor's degree or equivalent work experience required
• Functional knowledge of Six Sigma, Statistical tools, Quality & Process re-engineering 
• Exposure to ISO, CMMi or COPC will be added advantage 
• Consulting experience in Shared Services Set up/BPO space is desirable (Healthcare LOB)
• Must successfully pass ALIGHT quality program certification for partner quality leaders.
• Coaching experience minimum of five years
• Knowledge of quality and coaching best practices. Management tools. And resources, multiple service (DC, DB, HM, HR, payroll, etc.) business knowledge.
• Experience working and leading broader customer care initiatives and projects that create enterprise results.
• Strong facilitation and presentation skills.
• Ability to independently solve client business problems

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