We are seeking a Senior ACS Business Process Case Quality Consultantto join our team and play a pivotal role in enhancing the consistency and quality of our Oracle NetSuite Advanced Customer Support (ACS) case management processes. The successful candidate will be responsible for working in collaboration with their manager in developing and implementing standardized guidelines, ensuring data integrity, and providing enablement support. The candidate will also be tasked with reviewing real-time and historical cases to ensure they meet guidelines and are routed and worked appropriately. This role is designed to help bridge the gap between case processing, data management, and deriving valuable insights for the ACS business.

 

Qualifications

Bachelor's degree in a related field (e.g., Business Administration, Quality Management, Data Analytics).  5+ years of experience in case management, quality assurance, or process improvement roles.  Strong knowledge of case management principles, best practices, and industry standards.  Expertise in data management and analysis, with the ability to identify data discrepancies and ensure data integrity.  Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.  Strong organizational and project management skills, with the ability to manage multiple priorities and meet deadlines.  Experience in developing and conducting training programs is preferred. 

Career Level - IC3