Customer Service Quality, Learning and Projects Principal

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

Key Responsibilities

Quality Control and Risk Management

• Work closely with Operations Excellence Team to oversee implementation of quality assurance frameworks and monitoring processes for vendor-managed contact center operations and complaints management.
• Quality Control (QC): Conduct regular audits of customer interactions (calls, emails, chat, complaint cases etc.) to ensure compliance with company standards and regulatory requirements.
• Analyze QC results to identify trends, gaps, and opportunities for improvement in service delivery.
• Provide actionable feedback and recommendations to both vendor operations and internal teams to enhance performance.
• Collaborate with the Risk and Compliance teams to ensure all QC and QA processes align with industry regulations and company policies.
• Identify and assess risks related to outsourced contact center operations, including data security, SLA breaches, and compliance issues.
• Maintain a risk register and ensure risks are reviewed regularly with stakeholders.
• Monitor adherence to organizational and regulatory guidelines in customer service operations.
• Ensure contact center vendors comply with all contractual obligations, including confidentiality and service quality.
• Create risk assessment reports and present findings to leadership.
• Recommend risk mitigation strategies and monitor their effectiveness.
   

Learning and Development

• Design, deliver, and evaluate training programs to upskill vendor teams and customer care team in line with operational needs.
• Develop and maintain training materials, including e-learning modules, manuals, and job aids for Customer Service Team.
• Work with vendor trainers to ensure consistent delivery of training content and adherence to company standards.
• Track training effectiveness and implement changes as necessary to address performance gaps. Conduct regular training reviews with the vendor to discuss performance and opportunities for improvement.
• Support onboarding programs for new hires in vendor operations and customer care teams.

Project Management

• Lead and manage strategic projects for Customer Service team to improve vendor operations, including process optimization, tool implementations, and performance enhancement initiatives.
• Partner with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business goals.
• Monitor project progress, manage risks, and provide regular updates to leadership.
• Coordinate cross-functional teams and vendor partners to ensure timely and successful execution of projects.

Minimum Job Requirements:

• Bachelor’s degree in business administration, Operations Management, or related field.
• Minimum of 5 years of experience in QA, training, and project management roles, preferably in a contact center or customer care environment.
• Strong understanding of contact center operations and vendor management.
• Excellent analytical skills with the ability to interpret data and generate actionable insights.
• Proficiency in project management tools and methodologies (e.g., Agile, Waterfall).
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders
• Knowledge of complaints handling processes and regulatory requirements is a plus.
• Certification in QA, training, or project management (e.g., PMP, Six Sigma, COPC) is preferred.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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