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Quality Manager

4 months ago

Tallahassee, Florida, United States Alight Full time

At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at

Summary

The Quality Manager is responsible for the successful management of quality operations for clients, continuous improvement and User Acceptance Testing (UAT) for application development implementations. Quality operations includes QA monitoring and scoring as well as training and development. In addition, this role will have direct reports, one or more, depending on the client size and volume.

Essential Functions:

  • Manages quality program to include management of quality analysts and input on quality monitoring tools and processes.
  • Conducts internal and external monitoring calibrations.
  • Identifies process improvement opportunities.
  • Collaborates with functional management/leads to implement training and process enhancements
  • Responsible for Lean Six Sigma projects that eliminate rework, provide cost savings and increase client satisfaction.
  • Conducts root cause analysis and presents findings and recommendations to internal stakeholders and client senior management.
  • Implement approved recommendations.
  • Utilize Lean Six Sigma methodologies such as DMAIC, Variation Based Management, Kaizen and Gemba.
  • Develops statistical reports and analysis using tools, such as Excel or Business Objects.
  • Develops bridge plans (aka glide paths) for KPI improvement.
  • Documents, develops and executes test scripts.
  • Acts as a liaison between application development team, clients and operations managers to ensure appropriate functionality of new development.
  • Identify, isolate and track issues to resolution.
  • Other duties, as assigned by immediate supervisor and/or manager.

Required Education and Experience:

  • High School Diploma
  • Five (5) years of experience in BPO or HRO environment
  • Excellent written and verbal communication skills
  • Advanced computer skill in MS Excel, MS Project and Visio
  • Ability to analyze processes for root causes and identify areas for improvement
  • Experience presenting to a senior management and/or executive level management teams

Preferred Education and Experience:

  • BA/BS degree
  • Six Sigma Black Belt
  • Project Management experience and PMP certification
  • Seven (7) years of experience in BPO or HRO environment
  • Experience in Supervisory position in a Call Center

Supervisory Responsibility: Yes this position has supervisory responsibilities

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

55,800 USD

Maximum :

88,500 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:


DISCLAIMER:


Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.