EY Quality Control & Performance Analytics Lead in Madison, Wisconsin
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Quality Control & Performance Analytics Lead
Our Future of Work team is seeking a dynamic and energetic leader which will be the first of its kind in running and transforming our day-to-day delivery operations. This program is in its infancy and in an ideal time for an experienced production-focused leader to help us create an operational/manufacturing-styled workforce for a service delivery operation. The position works with a multi-disciplinary team across multiple countries and will be tasked with building and branding a new quality control function along with an elite performance management, analytics, and insights capability. A successful leader in this role will be serving alongside the team in delivery, coaching, continuous process improvement with a customer service success focus for quality and performance insight. No accounting or tax experience required! We are seeking a leader who can bring proven operational delivery success and apply it in a new way.
Essential Functions of the Job:
Lead a team in the development of a quality control (QC) program that reviews the work performed by FoW GCR operational teams to help identify potential gaps, risks, inefficiencies and training opportunities
Accurately document and maintain QC testing results, reports, correspondence and, as applicable, remedial efforts
Collect and interpret complex data sets, analyze results, and report the results back to GCR/FoW leadership and service leaders
Partner with GCR/FoW leadership and service leaders on QC findings, and provide recommendations to improve accuracy, completeness and timeliness of processes based on regulatory guidance and industry best practices
Develop and maintain QC review processes, forms and procedures.
Lead QC related meetings, training sessions and the development of training materials
Work in collaboration with Tax Quality, Technology Leads, and other stakeholders within FSO to align standards
Implement performance analytics measurements standards for baseline / trend / historical trends for quality and operations performance
Create insights through data visualizations to inform leadership on key operations planning value drivers
Implement machine learning capabilities to drive improved analytics
Analytical/Decision Making Responsibilities:
This position requires a keen focus on identifying data points and analyzing the story they are telling to interpret them to actionable measures that can be taken to correct, improve, or advance operational activities. Operating model is transformational and still being built/scaling. Flexibility and evolved thinking around productivity concepts and team culture will be required.
Knowledge and Skills Requirements:
Customer service (servant leadership focused on managing high-quality customer delivery and issue resolution)
Team leadership (daily leadership of core operations team also oversees effective onboarding and metrics of CoE team)
Business management (strong managerial acumen and familiarity with principles of management and metrics)
Ability to align organizational goals to operations and drive long-term profitability
Effective at maintaining high-touch communication across a geographically remote team
Technical grasp of how to apply quantitative and qualitative risk analysis methodologies
Ability to create procedures and process to manage QC across a fluid delivery model
Flexibility to adapt thinking and approach based on quickly changing business needs
Will train and oversee a team of report analysts, reporting builders, and quality control auditors
Overtime will be required during peak busy seasons; position works heavily with some non-US locations which may require non-standard hours. Strongly prefer candidate with strong operations skills, tax technical skills not required.
Travel (when COVID restrictions lift) 20% or less.
BS/BA in Business or related area
MBA/MS in a related statistics / computer science field is preferred but not required
6-8+ years of customer insights/analytics or active quality control management
Experience in managing a leadership team
What we offer
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
The exceptional EY experience. It’s yours to build.
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