FBS Quality Consultant (Analyst) - Contact Center

Job Title 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. Essential Job Functions 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. Capgemini Insurance