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Job Description
We are seeking a Senior ACS Business Process Case Quality Consultant to join our team and play a pivotal role in enhancing the consistency and quality of our Oracle NetSuite Advanced Customer Support (ACS) case management processes. The successful candidate will be responsible for working in collaboration with their manager in developing and implementing standardized guidelines, ensuring data integrity, and providing enablement support. The candidate will also be tasked with reviewing real-time and historical cases to ensure they meet guidelines and are routed and worked appropriately. This role is designed to help bridge the gap between case processing, data management, and deriving valuable insights for the ACS business.
Qualifications
Bachelor's degree in a related field (e.g., Business Administration, Quality Management, Data Analytics).
5+ years of experience in case management, quality assurance, or process improvement roles.
Strong knowledge of case management principles, best practices, and industry standards.
Expertise in data management and analysis, with the ability to identify data discrepancies and ensure data integrity.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
Strong organizational and project management skills, with the ability to manage multiple priorities and meet deadlines.
Experience in developing and conducting training programs is preferred.
Career Level - IC3
Responsibilities
Develop and implement consistent case processing guidelines: Standardize and document case management processes, ensuring consistency and quality across all ACS cases.
Ensure data integrity: Maintain data accuracy and integrity by establishing data validation processes, identifying data discrepancies, and implementing corrective actions.
Enhance training support: Lead efforts in collaboration on enhancing training programs and materials to equip consulting resources with the knowledge and skills needed to adhere to case processing guidelines and maintain data quality.
Collaborate with stakeholders: Work closely with case processing, data management, and business insights teams to understand their needs and ensure the effective implementation of quality standards.
Drive continuous improvement: Identify areas for process improvement, develop and implement solutions, and monitor the impact on case management quality and data insights.
Monitor and evaluate case management performance: Establish key performance indicators (KPIs) and conduct regular audits to assess the quality of case processing, providing analysis and recommendations for improvement to leadership team.
Foster a culture of quality: Lead promotion of quality-focused mindset within the organization, encouraging a commitment to continuous learning and improvement among consulting resources.
About Us
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