Quality Consultant – Jac...

fidelity Fidelity Investments

Quality Consultant – Jacksonville, FL

1604353

Quality Consultant will assist in i
mplementing a world class quality program in our Regional Centers. As a Quality Consultant, you will have responsibility for multiple functions, among them being mentoring Site Managers to ensure a standardized, focused and sustainable approach to service delivery. They will be the single point of accountability for analytics, support & reporting. Quality Consultants must have the ability to measure true end-to-end processes and will implement a measurement mechanism to get a holistic view of strengths and opportunities. The Consultant must be able to predict business results before they happen and have a proactive approach to solving problems. They will partner with the Regional Center Central Management Team to drive improvements towards customer satisfaction, productivity, operational metrics and employee satisfaction
.

Primary Responsibilities

  • Single point of contact to Managers/Directors/VPs for all Quality & Operational Excellence support
  • Prepare Quality scorecards by integrating, analyzing and correlating data from various sources (Customer Satisfaction, KPIs, Interaction Analytics, Average Handle Time, Consultative Selling, etc.) to enable managers to spend their time ‘actioning’ rather than collecting & analyzing data
  • Host team meetings to help Managers understand data, interpret variation, prioritize improvement opportunities and mentor those opportunities to completion
  • Promote a data driven culture for clarity, transparency & accountability to identify and prioritize process- and execution-related issues, as well true strengths and opportunities of associates
  • Initiation of continuous improvement culture – train employees so they can proactively identify opportunities and lead improvements

Education and Experience

  • 5+ years experience in a contact center, in the operations/quality/operational excellence department
  • Demonstrate experience as a facilitator in leading improvement workshops, such as Kaizen and Lean events
  • Six Sigma Green Belt (Black Belt ideal) with advanced statistical skills including Excel and Minitab a plus

Skills and Knowledge

  • Demonstrate and apply in depth knowledge of process improvement tools and methodologies such as Root Cause Analysis, FMEA, Six Sigma, Kaizen, and Lean
  • Change Management Experience – must have led or been a part of a transformational project
  • Excellent communication, collaboration & influencing skills to lead a significant cultural change
  • Strong interpersonal skills
  • E
    xceptional organizational skills

  • Ability to work well in a fast paced environment
  • Ability to work well in a team environment
  • Solid understanding of financial services market, particularly investment products.

Job
:
Operations

Primary Location
:
US-FL-Jacksonville

Schedule
:
Full-time

Job Level
:
Manager

Education Level
:
Bachelor's Degree (±16 years)

Job Type
:
Standard

:

Overtime Status
:
Exempt

Travel
:
No

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