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Process Quality Manager
Equifax
Atlanta, GA, United States
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With their team, the Process Quality Manager will assume responsibility for managing, improving, and building end to end quality monitoring across all of Consumer Care Services leveraging LEAN tools to ensure the right sample sizes and controls are built and monitored. The incumbent will manage team efforts, develop disciplines formulate comprehensive quality procedures and standards. They will define, implement and promote quality processes, guidelines and standards throughout the entire fulfillment cycle. They will also design programs, policies and procedures to ensure continuous improvement of configuration services, maintain the integrity and stability of systems, and ensure coding standards and best practices are applied at all times.
Responsibilities:
• This leader will manage a team of Quality agents that will be focused on measuring and monitoring the quality across services and processes in Consumer Care
• The focus will be partnering with Service Owners in Consumer Care to document process and key control areas and build a control plan for the Quality agents to execute against
• The outcomes driven will be high quality fulfillment of the processes and services to the consumer by measuring adherence to policies and procedures
• The role will partner with service owners and other operational areas of consumer care to identify defects in the process, determine root cause of defects, and implement improvements to make the process deliver with high quality
• The role will focus on key handoffs between departments and vendors to ensure seamless execution
• The role will be required to measure and present on performance of the processes and services to the LT and use data to ensure the process remains in control and within SLAs and specifications
Requirements:
• Process improvement and design skills
• Competence with process documentation strategies and frameworks (Visio and Blueworks live skills are required)
• Presentation skills and facilitation skills with executives and leaders to share process performance and trends as well as improvement project plans
• Ability to build process controls and controls charts to monitor the success of the controls
• Project management experience is a plus
• People management background is required
• Six Sigma certification is required
Primary Location:USA-Atlanta-One-Atlantic-Center
Function:Function - Fulfillment / Operations
Schedule:Full time