Quality Consultant - Remote

Overview

We are seeking a proactive and analytical Quality Consultant to join our team at Capgemini and provide strategic quality solutions to a Top Ten Insurance Carrier.

In Short

• Conduct audits and quality evaluations of customer interactions for service excellence.
• Evaluate the impact of errors on the customer journey and recommend improvements.
• Lead benchmark audits to identify performance trends and systemic gaps.
• Collaborate with leadership to define audit scopes aligned with business goals.
• Facilitate calibration sessions with leaders to ensure quality consistency.
• Develop and communicate audit summary reports with strategic insights.
• Support ongoing performance coaching and identify developmental opportunities.
• Provide support and education on quality standards to teams and leadership.
• Train new quality team members and serve as a mentor.
• Lead continuous improvement projects using Lean Six Sigma methodologies.

Requirements

• Strong quality assurance experience.
• Background in contact center or claims environments.
• Passion for process improvement and customer-centric outcomes.
• Lean Six Sigma Green Belt or higher certification required.
• Analytical and proactive problem-solving skills.
• Ability to collaborate with cross-functional teams.
• Excellent communication and presentation skills.
• Experience in conducting audits and evaluations.
• Knowledge of customer service standards.
• Ability to mentor and train team members.

Benefits

• Opportunity to work with a leading insurance carrier.
• Engagement in strategic quality initiatives.
• Support for professional development and continuous learning.
• Collaborative work environment.
• Contribution to enhancing customer experience.