Role: Quality Management Resource
Location: Chicago, IL / Libertyville, IL (Remote is also fine)
Duration: 3-6 months C2H
Rate: Market
Duties/Responsibilities:
Program Development & Execution
• Design and implement a scalable Quality Management framework to support client experience initiatives.
• Establish standardized processes for quality assurance across the quote-to-billing lifecycle.
• Define key quality metrics and service-level indicators aligned with business goals.
Client Experience Improvement
• Work closely with Customer Success, Sales, Billing, and Support teams to identify pain points in the customer journey.
• Develop feedback loops and quality gates to monitor and enhance customer satisfaction.
• Implement a client issue capture and resolution process to systematically log, track, and resolve issues.
Operational Process Optimization
• Map current Q2B workflows and identify gaps, inefficiencies, or risks.
• Recommend and implement process improvements using Lean, Six Sigma, or similar methodologies.
• Collaborate with systems and billing teams to ensure end-to-end alignment and integration of tools
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