# FBS - Quality Consultant (Contact Center)

**Company**: Capgemini
**Location**: Brazil
**Work arrangement**: remote
**Job type**: Full-time
**Category**: Operations
**Industry**: Consulting
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/b4CKNcw4KAPuiNwAsSronL/remote-fbs---quality-consultant-(contact-center)-in-brazil-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6c76a006-1f2

## Description

We are seeking a Quality Consultant to evaluate business unit performance and quality of contact, processing, and file handling for a leading US insurer. As a Quality Consultant, you will consult with business units to identify primary opportunities impacting quality and recommend courses of action to correct unfavorable performance.

**Essential Job Functions**

- Evaluate quality of service, regulatory compliance, and adherence to established procedures in relation to contacts.

- Evaluate potential impact of errors made on the customer and subsequent handling of the individual customer's journey.

- Contribute to benchmark audits and targeted reviews.

- Identify trends and recommend priority action items essential for the business to improve the experience for customers and subsequent handling.

- Partner with leadership to identify targeted audit needs for individual sites or teams.

- Work independently to execute the audit based on the agreed-upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.

- Consult with business to identify top opportunities and recommend actions to improve work product and business results.

- Regularly partner with business leadership in meetings and calibration sessions to provide consultation and recommendations.

- Provide technical assistance to the business with auditing tools and technology.

- May serve as team audit lead on a rotational basis.

- Organize and obtain pertinent data, communicate expectations to peers, and arrange internal calibrations and re-audits.

- Analyze audit data and assemble audit summary reports for leadership distribution.

- Participate in audit closing conferences with leadership.

- Complete secondary reviews of peer audits to ensure internal consistency of work.

- Assist Compliance with targeted reviews.

- Train new members and mentor potential successors.

**Requirements**

- High school diploma or equivalent required; Bachelor's degree preferred.

- 1-3 years of experience working in claims or contact center.

- Prior Quality and Call Center experience.

- Fluent English.

**Desirable**

- Experience in a Performance Coach or similar position.

- Experience in a Supervisory position or team lead role.

- Experience with internal FWS, Farmers, and/or Bristol West system.

**Benefits**

- Competitive salary and performance-based bonuses.

- Comprehensive benefits package: grocery vouchers, saving funds, SGMM, etc.

- Career development and training opportunities.

- Dynamic and inclusive work culture within a globally renowned group.

- Private Health Insurance.

- Pension Plan.

- Paid Time Off.

- Training & Development.

## Skills

### Required
- Quality Consulting
- Contact Center
- Audit
- Analysis
- Communication

### Nice to have
- Performance Coaching
- Supervisory Experience
- FWS
- Farmers
- Bristol West system

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/b4CKNcw4KAPuiNwAsSronL/remote-fbs---quality-consultant-(contact-center)-in-brazil-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)