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Director - Quality Assurance

ADP USA


Location:
Norfolk, VA
Date:
03/23/2017
Job Code:
adp-5000189573306
Categories:
  • Management
ADP USA
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Job Details

Company ADP USA

Job Title: Director - Quality Assurance

JobID: adp-5000189573306

Location: Norfolk, VA, 23509, USA

Description: ADP is hiring a Director of Quality Assurance. This executive position will provide the overall strategic direction, leadership and management of the centralized Quality organization. The leader of the Quality organization is responsible for establishing and aligning TotalSource standards and measures of quality to the TotalSource strategic vision for the Client Experience and for integrating those standards into the TotalSource culture. This leader will drive improvement of the client experience throughout TotalSource via the mentoring and coaching of new hires, front-line associates, leaders and executives. In addition, from the insights gained from coaching, mentoring, field observations, evaluation and analysis of the client experience, this leader will identify actionable insights and implement strategies to improve the client experience. This role is responsible for the implementation of the TotalSource new hire strategy design and for the execution of an efficient and effective new hire ramp-up program for all client-facing roles. This position requires the creation and execution of a coach-the-coach program in support of the development of core leadership and performance management competencies among managers and executives. The leader of the Quality organization is responsible for preparing and supporting a culture that fosters client loyalty as measured by client retention, NPS and CES scores. This role is critical to the support of the TotalSource organization in meeting strategic goals and in support of driving a culture that supports TotalSource market leadership. At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility. RESPONSIBILITIES:
* Strategic
* Drives the strategic direction, success standards, leadership and management of the Quality 1st program, ensuring alignment to Service Excellence and TotalSource Client Experience strategies.
* Communicates and drives the TotalSource strategic vision and direction for the development of core leadership and performance management competencies among managers and executives.
* Sets the vision and direction for TotalSource off-shore Quality organizations. The Quality leaders in Manila and India have a strong dotted-line reporting relationship to this leader.
* Quality Program
* Creates, develops and executes the Coach-the-Coach program in support of developing coaching and performance management skills of TotalSource managers, executives, and mentor-coaches. Identifies and implements coaching support for other leaders and high-potential emerging leaders.
* Establishes, communicates and drives the strategic vision and direction for preparing and integrating all TotalSource new hires into the TotalSource culture ensuring a consistent client experience across functions and product.
* Creates, develops and executes the new hire mentor program. This program provides on-boarding mentor support for critical client-facing roles and prepares associates for delivery of Service Excellence and a consistent Client Experience.
* Manages the Quality 1st Client Experience evaluation process including the distribution and reporting of evaluation insights and evaluation results.
* Responsible for benchmarking of industry best practices and standard approaches for quality programs, client experience, and leader and associate development programs.
* Oversees initiatives relating to Quality 1st , Service Excellence and the Client Experience and in support of the associate learning and development experience
* Management
* Creates a high performance team environment that supports/reinforces associate and manager development and retention. Coaches and develops managers and direct reports to improve performance and builds bench strength for the future. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management and performance management of Quality organization teams.
* Communication & Partnership
* Ensures strong and effective relationships with business GMs, routinely shares feedback regarding observed leader strengths and opportunities and makes recommendations for targeted coaching interventions.
* Routinely meets with senior TotalSource leaders to share insights gained via the Quality organization's evaluation and analysis of the client experience. Serves as an internal consultant to influence TotalSource and regional client experience strategies based on these insights.
* Supports adoption of ADP Way and drives trend and root cause analysis of regional performance based on insights from field observations, associate interactions, NICE analytics and NICE evaluation data. Serves as a thought leader and advisor to key business leaders, sharing insights and collaborating cross-functionally to implement change for continuous business improvement.
* Works cross-functionally to expand and nurture a coaching focused culture across all of TotalSource.
* Partners with the Project Management Organization in support of Change Management to identify targeted coaching interventions and to deliver coaching in support of change adoption.
* Performs other related duties as assigned. QUALIFICATIONS REQUIRED:
* Bachelor's Degree
* 5-8 Years of Directly Related Experience
* Prior management experience required
* Coaching associates & manager experience required
* 25% Travel - International Travel Required #CB# #LISERVICE



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