• Assist in defining and executing the multi-year Business Process Excellence strategy aligned with company growth objectives • Serve as strategic partner to Department Head on operational performance, transformation priorities, and capability development • Lead operational assessments identifying improvement opportunities with measurable P&L impact and build business cases with clear ROI projections • Champion continuous improvement culture and represent operational excellence in cross-functional forums • Build, lead, and mentor quality analysts and continuous improvement practitioners, creating certification and development programs (Green Belt training, quality analyst tracks) • Partner with Operations, Technology, Product, Training, and Compliance on integrated initiatives, leading change management and presenting findings to executive leadership • Generate executive-level quality reports with actionable insights and recommendations • Design and maintain quality scorecards, evaluation criteria, and calibration standards, leading sessions to ensure consistency • Perform deep-dive analysis on quality trends, complaints, and outliers, generating executive-level reports with actionable insights • Generate executive-level and real-time operational quality reports with actionable insights and recommendations • Conduct coaching sessions with Member Services leaders and design voice-of-customer programs • Leverage AI, speech analytics, and interaction data to identify coaching opportunities and improvements • Ensure compliance with healthcare regulations (HIPAA, CMS, state requirements), partner with Legal and Compliance teams on audit readiness, and lead corrective action plans • Lead process mapping exercises and facilitate rapid improvement workshops identifying inefficiencies and opportunities • Facilitate rapid improvement workshops and cross-functional problem-solving sessions • Pilot and test new processes, workflows, and scripts before scaling, creating and maintaining SOPs and documentation • Conduct root cause analysis on critical failures and escalations, designing feedback loops connecting quality insights to training • Execute quick-win improvements delivering immediate benefits while building toward long-term transformation