Quality Assurance Manager

9 hours ago


New York, New York, United States Conduent State & Local Solutions, Inc Full time
About the Role

As a Quality Assurance Manager at Conduent State & Local Solutions, Inc, you will be responsible for managing the performance and success of a team of Quality Analysts and Associates. You will collaborate effectively with leadership and the client to improve operational efficiencies and provide high-level client satisfaction.

The ideal candidate will have 10+ years of work experience in a large operation with multifunctional services, at least two years in a leadership role. Proven experience in an Audit function, documenting processing and reporting on reviews, is also required.

The successful candidate will have strong written and analytical skills, as well as the ability to demonstrate organizational, multitasking, and interpersonal communication skills. Advanced skills in MS Office products, including Excel, Access, PowerPoint, and Word, are also necessary.

In this role, you will have the opportunity to make a difference with our clients, in our communities, and with the millions of people we support. You will be part of a culture where individuality is noticed and valued every day.

Responsibilities
  • Manage the operation of the organization's Quality Assurance Program.
  • Oversee the development of systematic approaches for assuring high-quality services that meet customer needs.
  • Develop training and related reward systems.
  • Develop, implement, and lead key process improvement efforts and influence cross-functional efforts.
  • Develop systematic approaches for assuring high-quality services.
  • Identify the interface of key activities within and between the functions of the organization.
  • Review performance reports, metrics, and KPIs to determine achievement of contractual Services levels.
  • Audit back-office operations, including transactions performed by partner vendors.
  • Work closely with management to implement process improvements and identify gaps in performance.
  • Alert teams of any performance gaps, security incidents, and process failures.
  • Support internal/external audits, ensure compliance with Payment Card Industry (PCI) standards and Systems and Organization Controls.
  • Perform all other duties as assigned.


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