Service Center Director of Quality Assurance - Onsite Tallahassee, Florida Service Center

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

Director HR & Financial Solutions – US | Onsite Tallahassee, Florida

II.  ROLE DESCRIPTION

Overall objective of the Role

Leadership role responsible at the forefront of ensuring consistency of quality, training, and ongoing service processes. Driving innovation and spearheading transformative initiatives within the organization while conforming to all contractual requirements within client contract. Responsible for developing and implementing strategies to enhance service center quality, optimize operational efficiency, and foster and drive a culture of continuous improvement.

Main Responsibilities

Delivery Key responsibilities:

Strategic Planning: Develop and execute a comprehensive quality strategy aligned with the client and organization's goals and objectives. Drive innovation in QA, training, and ongoing process methodologies to adapt to evolving business needs.

Transformational Leadership: Lead and inspire a team of professionals to embrace change and drive excellence across all aspects of quality management. Foster a culture of innovation, collaboration, and accountability within the organization.

Service Optimization: Evaluate existing frameworks, systems, and processes to identify areas for improvement and optimization. Implement innovative solutions to enhance product quality, reduce defects, and minimize risks.

Continuous Improvement: Drive continuous improvement initiatives to streamline processes, increase efficiency, and maximize resource utilization. Implement best practices and benchmarks to measure and monitor quality performance across the organization.

Cross-functional Collaboration: Collaborate closely with cross-functional teams, including R&D, manufacturing, supply chain, and customer support, to ensure alignment and integration of quality initiatives throughout the product lifecycle.

Innovation and Technology: Identify emerging technologies and innovative approaches to QA, Training and other best practices for the services provided. Examples such as automation, AI, and data analytics. Collaborate with Client Services and Site Leader to gain client’s approval of new recommendations.

Performance Metrics and Reporting: Using defined key performance indicators (KPIs) and metrics, assess the effectiveness of quality, training, and ongoing operations. Generate regular reports and dashboards to communicate performance and improvement efforts to senior management.

Remediation Prevention:

• Collaborating with the Client Services and Site Leader proactively identify client remediation risk using quality framework and key data points to understand risk hot spots

• Root cause the risk hot spots identified and put in place measures to support Delivery improvements as needed

• Establish regular governance and monitoring to ensure that the measures implemented are effective and achieve the required outcomes.

• Provide recommendations for improvement through lessons learned. 

Remediation Action:

• In liaison with the Client Services team, Site Leader and Client as needed, determine, and recommend what type of remedial support is required

• Be accountable for and take ownership of the impacted Operational Service until the remediation concludes.

• Undertake analysis to determine the client resource requirements and work with remediation and leadership to identify those resources to support the process.

• Develop and deliver an action plan to drive forward the required improvements to support the business to ensure high performing service standards.

• Ensure effective communications and engagement across the operational team to raise awareness and support effective remediation action plan execution

Methodology & Governance:

• Working with key stakeholders to develop relationships and networks that support a collaborative approach to achieve the business outcomes

• Ensure effective communications and engagement across the Operational Team.

• Adopt and evolve remediation methodology to support effective remediation processes and to ensure continuous improvement to maintain the highest quality standards.

Key Criteria to monitor performance

• High Quality & Accuracy standards

• The right level of resourcing

• Timeline adherence

• Good communication & governance with the client

• Client satisfaction

• Systems and processes suited to the purpose and desired outcome

Core Competencies

• Be Accountable - Demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results. Have a positive sense of humor & outlook.

• Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement.

• Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities.

• Be Client Centric - Actively respond to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and Company priorities

• Be Effective - Demonstrate knowledge of the Corporate approach, our values, and levers for success. Contribute and work to agreed standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be conducted in a repeatable, scalable way.

• Develop successful succession planning to ensure solid talent pipeline.

IV. REQUIRED EXPERIENCE

Professional /

Job Experience

• Experience (10+ years) in HRM/healthcare or similar field, with a proven record of driving innovation and transformation in a dynamic environment.

• Experience leading a team of contact center professionals (including but not limited to QA, Training)

• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence.

• Expertise in quality management principles, methodologies, and tools (e.g., Six Sigma, Lean, ISO standards).

• Experience with quality systems and regulatory requirements in healthcare/benefit industries.

• Demonstrated ability to develop and implement strategic initiatives that deliver measurable results and drive business impact.

• Excellent communication, collaboration, and stakeholder management skills.

• Proficiency in data analysis, reporting, and presentation skills.

• Certified Quality Manager (CQM) or similar professional certifications are desirable.

• Successful background in Operational Management and Service Excellence

• Experience in outsourcing and/or consulting with a focus on Healthcare/Benefit Administration

• Experience leading effective collaboration in a result driven environment

Functional Experience

• Operational leadership in a client transparent outsourced environment

• Operations Delivery of benefit/HR services with a focus on training and quality assurance

Academic Degree

Education and Training

• Bachelor’s degree

• Advanced education and/or certifications in process management/improvement, CIP, Six Sigma preferred

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

Maximum :

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/Alight_Benefits

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.