Process Excellence Consultant - L2

Work Schedule: U.S. Night Shift Hours

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.

Responsibilities:

• Manage and coordinate the onboarding and ongoing training of new Partner Team Leads/Specialists, ensuring they are well-versed in the quality and coaching programs. This includes the certification process for team leads on the ALIGHT quality program and conducting relevant calibration meetings.
• Utilize the Partner Quality Leader playbook to enhance quality program metrics and establish clear, actionable goals.
• Regularly monitor and report on quality-related trends, interpreting key performance indicators to inform stakeholders on areas for improvement.
• Oversee strategic continuous improvement reviews, leading data analyses to ensure effective capture of results across performance metrics and the customer care colleague scorecards.
• Ensure adherence to contractual and internal performance standards as they relate to quality programs.
• Provide timely and constructive feedback to team leaders, thereby addressing any operational challenges observed.
• Identify necessary quality improvements and lead the implementation of best practices in coaching.
  • Conduct regular audits to ensure compliance with coaching expectations, focusing on the selection and evaluation of calls for coaching purposes.
• Facilitate effective coaching session preparations using structured plans, enabling team leads to focus on key improvement areas.
• Observe coaching interactions and provide immediate feedback to enhance effectiveness.
• Facilitate monthly call quality calibrations with ALIGHT’s client teams to ensure alignment on expectations.

Qualifications:

• A bachelor's degree or equivalent practical experience is essential for candidates.
• Functional expertise in Six Sigma methodologies and statistical tools will be highly regarded.
• Exposure to quality frameworks such as ISO, CMMi, or COPC will be considered an advantage.
• Prior consulting experience in Shared Services/BPO environments, particularly within healthcare sectors, is desirable.
• Candidates must successfully complete ALIGHT quality program certification to thrive.
• A minimum of five years coaching experience is required.
• Proficiency in quality and coaching best practices is essential, along with familiarity with multiple service sectors.
• Demonstrated ability to lead initiatives that enhance customer care and deliver tangible results.
• Strong skills in facilitation and presentation, allowing clear communication of ideas.
• Capability to effectively analyze and independently solve client business challenges is a must.