Quality & Change Subject Matter Expert

Fexco

Killorglin, Kerry

FEXCO Managed Business Solutions Centre (MBSC) are currently recruiting for a Quality& Change Subject Matter Expert to join theirteam in Killorglin on a full time, permanent contract. Job Purpose: The role of the Quality and Change Subject Matter Expert is to champion delivery of best practices within MBSO. The successful candidate will require excellent attention to detail and strong problem-solving skills. You will have an ability to ensure that quality & change processes and procedures are maintained, along with compliance with company policies and regulations. The subject matter expert will be responsible for the successful roll out of any new products/services/ process ensuring training materials are created and delivered within MBSC. Main Responsibilities: The successful candidate will: Quality. Deliver on the ethos of MBSO – ‘The Voice of the Customer’. Deliver on the requirements of the MBSO Quality & Change Framework. Create and manage relationships with Operations, Clients & Support functions. Ensure that the operational quality framework and Quality control procedures deliver to the client and companies’ needs. Identify opportunities, efficiencies, alternative uses of technology and resources. Deliver on Customer Experience Management (CEM) best practice to support the Voice of the Customer ethos. Work with clients and customers through the CEM programme by reviewing end to end processes to reduce journey times, improve processes and identify efficiencies and cost savings for the organisation. Communicate, maintain and promote quality achievement and performance improvements. Be a subject matter expert and keep up to date on best practice methodology. Monitor performance according to agreed standards and take necessary action to communicate, advise and assist according to performance levels. Establish and implement necessary communication strategy for improvement and awareness of quality & change issues & developments. Maintain systems to measure performance against established standards. Report as necessary on changes in standards and on performance against standards. Complete fair and consistent QA monitoring and assessments in line with company policy and procedures. Ensure that all documentation and processes comply with company policy and regulatory requirements and lead awareness of these. Prepare weekly and monthly reports for the Management Team. Delivery & presentation of quality & change developments & reporting at client meetings. Policy, Standards and Regulation - Ensure optimum processes for complaint handling, complaint escalation, business rules, service standards etc. are aligned and fully understood. Identify performance improvements and support operations / training in the delivery of these improvements. Change. Manage change process -internal & external request. Understand the impact and risk arising from a change request. Provide crucial assessment of the change request resulting in Go/No-go recommendations, an alternative solution/approach or significant deviation from initial expectation and quantify commercials where appropriate. Perform User Acceptance Testing when required. Ensure & manage compliance and retention of relevant standards and accreditations e.g. CCA, Oversee consistent approach to risk and compliance within the business and ensure adequate mitigation plans are in place to ensure effective delivery. Management of Data Protection compliance & data management. Support Client and operation Change Requests. Create training documentation and support the delivery of training as part of change requests / or updates. Update and maintain knowledge management system. Support in day to day operations during the roll out of new products/ service enhancements or shange requests. Qualifications/Experience required: The successful candidate: Relevant third level qualification or a minimum of 2 years previous experience in a similar role. Experience within the BPO industry is a distinct advantage. Project management experience desirable. Six Sigma or similar methodology certification. Knowledge of Net Promoter Score desirable. Excellent record of effective quality, change and BPI improvement in previous roles. Proficiency in MS Office suite, including MS-Visio and MS-PowerPoint. Competencies Required: Big picture thinker. Ability to use own initiative and also contribute effectively to a high performing team. Flexible and adaptable with a positive attitude. Proven strong problem-solving and decision making skills. Have the proven ability to prioritize and multitask within a fast paced environment. Strong communicator, able to present with credibility and authority. Demonstrate excellent written and verbal communication skills. Strong knowledge of the outsourcing industry. Fexco is an equal opportunities employer. This job originally appeared on RecruitIreland.com.

2040 days ago