Process and Transactional Quality Lead

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get - Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work. (sm)

Primary Responsibilities

·      Conduct Transactional audits for Level 1 and Level 2 teams focusing on areas of improvement for communication / customer centric ability, technical competence and process adherence

·      Lead Quality and Operation governance and internal reviews as required by the assigned business segment/s

·      Assist in ensure solid deployment of Risk Management in the assigned business segment by identifying risks through different channels / FMEA exercise, planning mitigation and drive them till effective closure

·      Operate and continuously improve the Quality and Customer Experience framework for ITSS and its business segments within

·      Create process documents, policies and procedure for the assigned business segments.

·      Enable delivery teams with standard operating procedures aligned to different IT process improvement and/or audit frameworks established in the IT industry

What skills/attributes are a must have:

·      5+ years of experience in IT Services (both Service Desk or Infrastructure environment)

·      3+ years of experience in Transaction or Process Quality Management ( Need not to be a QA but someone who has done this task as part of core responsibilities in his / her past role)

·      Must have facilitated process or technical trainings in the past

·      Must have experience in collaborating with an IT Operation Team before

·      Good ability to identify and articulate operational risks from people, process, product and partnership perspective

·      Intermediate Communication Skills

·      Keen to capture potential operational and process quality gaps which may lead to end user escalations and non-conformance

Nice to Have:

·      ITIL V3 / V4

·      Lean Six Sigma

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.