Senior Associate - PHS QA Auditor


With more than 180,000 people in over
40 countries, Capgemini is a global leader in consulting, technology and
outsourcing services. The Group reported 2015 global revenues of EUR 11.9
billion. Together with its clients, Capgemini creates and delivers business,
technology and digital solutions that fit their needs, enabling them to achieve
innovation and competitiveness. A deeply multicultural organization, Capgemini
has developed its own way of working, the Collaborative Business Experience™,
and draws on Rightshore®, its worldwide delivery model.

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Capgemini is an Equal Opportunity
Employer encouraging diversity in the workplace. All qualified applicants will
receive consideration for employment without regard to race, national origin,
gender identity/expression, age, religion, disability, sexual orientation,
genetics, veteran status, marital status or any other characteristic protected
by law.

This is a general description of the
Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an
attempt to communicate the manner in which this position traditionally is
performed. Whenever necessary to provide individuals with disabilities an equal
employment opportunity, Capgemini will consider reasonable accommodations that
might involve varying job requirements and/or changing the way this job is
performed, provided that such accommodations do not pose an undue hardship.

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Location: Pensacola, FL


Title: Policyholder Service
Quality Auditor

Department: Quality Audit/Business Excellence

To: Deputy Manager Quality Audit


position is responsible for monitoring and accessing the quality of processed
parcels and reports; as well as assist with planning and offering suggestions
for continuous quality improvement with in the Policyholder Service business

DUTIES AND RESPONSIBILITIES include the following. Other duties may be

for ensuring and overseeing both company and client quality and efficiency
standards are met.Maintain
records to evaluate performance and monitor progress of PHS representatives
across all company lines of business.Establish
quality policies and procedures based on Company, State and Federal
regulations, requirements and standards.Coordinate
with policyholder Service Manager and training department to provide feedback
that will be useful in determining training requirements.Identify
ongoing opportunities for improvement and recommend potential training needs of
feedback to management and leadership teams including Team Leads through group
meetings, one on one coaching sessions and recommendation of
activities/incentives for the staff .Conduct
ongoing Audits of staff production through random sampling, and calibration
sessions. Provide feedback and co-create action plans with Managers and Team
Leaders for continuous improvement.Recommend
and discuss potential training needs for staff and assist with the implementation of processes, when necessary. Provide
recommendations and assist in the implementation quality strategy and
monthly trending analysis reports to Policyholder Service management team.Collate,
analyze and report performance data against defined parametersGenerate
and assist in the implementation of a strategy to develop quality coaches and
other appropriate company expertise for driving quality improvementProvide
innovative solutions to support the ongoing needs and future growth of the
Policyholder Service department to
ensure excellent customer service.Works
with Policyholders Service Management
team to ensure procedures are understood, executed, evaluated and testedWork
in conjunction with Compliance to ensure that staff adheres to regulatory
requirements across all lines of business; as well as departmental processes
and proceduresTravel
to other UA and vendor locations, as needed


perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill, and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential

qualifications include, but are not limited to:

of 2 years’ experience in quality assurance or quality control Must
possess knowledge of Excel.Ability
to function in a rapidly changing and evolving work environmentMust
have strong problem solving skills and be able to work independently to
complete projects from start to finish. Must
be able to handle multiple priorities simultaneously.Ability
to build productive business relationships with peers, subordinates and
be reliable and have excellent attendance.
Must follow instructions given by members of the Management team. Must
be able to delegate tasks when applicable.


degree from a College or university; or 3 years related experience and/or
training; or equivalent combination of education and experience.

English verbal and written communication skills REQUIRED.Understanding
of US business culture REQUIRED.Understanding
of US Geography and Demographics REQUIRED.At
least two years prior experience working with computers and experience with
Microsoft programs including but not limited to Word, Excel, PowerPoint and
Visio and use of the InternetCERTIFICATES,
and/or LOMA designations preferred.


to read, analyze, and interpret general business periodicals, professional
journals, technical procedures, or governmental regulations. Ability to write reports, business
correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from
groups of managers, clients, customers, and the general public. Ability to
write reports, business correspondence, and procedure manuals.


Interpersonal Skills, Oral/Written Communication, Teamwork,
Organization/Planning, Motivation, Initiative


to work with mathematical concepts such as probability and statistical
inference. Ability to apply concepts
such as fractions, percentages, ratios, and proportions to practical


to define and solve problems and deal with a variety of concrete variables in
situations where only limited standardization exists. Ability to interpret a
variety of instructions furnished in written, oral, diagram, or schedule form
and deal with several abstract and concrete variables.


physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.

performing the duties of this job, the employee is regularly required to
sit. The employee frequently is required
to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to walk
and talk or hear (within normal range).
The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this
job include close vision, and ability to adjust focus.


work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.