Quality consultant [h1.location_city]

Quality Consultant

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.

Our client, a prominent insurance carrier, is a leader in the industry and has a widespread national presence. They offer a comprehensive range of insurance products and services to customers across the United States. They are committed to innovation and excellence in delivering customer-centric solutions.

Focused on enhancing the overall customer experience across service and sales interactions. This role will be instrumental in identifying quality gaps, analyzing service performance, conducting audits, and implementing solutions that drive improvements in customer satisfaction and operational excellencenot just in Retention, but across the broader organization. Ideal candidates will have a background in contact center or claims environments, strong quality assurance experience, and a passion for process improvement and customer-centric outcomes.

Key Responsibilities :

Conducts audits and quality evaluations of customer interactions (calls, processes, file handling) for service excellence, compliance, and procedural accuracy.

Evaluates impact of errors on the end-to-end customer journey and collaborates on service recovery improvements.

Leads benchmark audits and targeted reviews to identify performance trends, customer pain points, and systemic gaps.

Recommends actionable solutions to leadership based on audit results, root cause analysis, and KPI trends.

Partners with cross-functional leadership teams to define audit scopes and ensure alignment with business goals.

Facilitates calibration sessions and audit result debriefs with local and national leaders to ensure accuracy and consistency in quality expectations.

Develops and communicates audit summary reports; presents findings with strategic insights and recommendations.

Supports ongoing performance coaching by identifying developmental opportunities and aiding supervisors with feedback mechanisms.

Provides support and education to frontline teams and leadership on quality standards and improvement initiatives.

Collaborates with Training to integrate findings into new hire and continuous learning programs.

Delivers updates and consults across departments to support a unified approach to quality, customer experience, and operational compliance.

Trains new quality team members and serves as a mentor or peer reviewer as needed.

Supports enterprise-wide quality initiatives and compliance audits.

Leads or supports continuous improvement projects using Lean Six Sigma methodologies (Green Belt or higher required).

Participates in PGCA cycle improvement processes to identify, test, and implement solutions.