Manage site quality certification implementation and processes.

Work with Customer Advocate and Service Delivery teams in support of understanding quality objectives, and documenting Standard Operating Procedures (SOP)

Coordinate programs with training to ensure emphasis on technical and customer service skill development.

Coordinate with the Quality Department in support of segment / site quality objectives.

Understand quality objectives of clients at the site.

Assist Segment Business Leader with business plan (when appropriate).

Define Quality’s plan for implementation of business plan with Quality and Operations and all support groups.

Manage consolidation of quality data and conduct Gap Analysis.

Organize and facilitate the Quality Council meetings.

Coordinate quality programs with Customer Advocates to ensure cross-site quality consistency.

Lead site-level recognition programs.

Develop and implement processes and reports to support Quality Inititives.

Assist HR with hiring profiles (i.e. Customer Service, technical aptitude. etc.)

Coordinate and lead the documentation of site-specific quality processes.

Review and work with training to ensure all Quality training materials are consistent with client needs.

Ensure that all continuous process improvement teams are working based on documented project plans.

Ensure that the site has mapped its critical processes and has disaster recovery plans in place.

Lead and implement the Certification Process for the site