Job Description

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

Responsibilities

• Develop and implement consistent case processing guidelines: Standardize and document case management processes, ensuring consistency and quality across all ACS cases.

• Ensure data integrity: Maintain data accuracy and integrity by establishing data validation processes, identifying data discrepancies, and implementing corrective actions.

• Enhance training support: Lead efforts in collaboration on enhancing training programs and materials to equip consulting resources with the knowledge and skills needed to adhere to case processing guidelines and maintain data quality.

• Collaborate with stakeholders: Work closely with case processing, data management, and business insights teams to understand their needs and ensure the effective implementation of quality standards.

• Drive continuous improvement: Identify areas for process improvement, develop and implement solutions, and monitor the impact on case management quality and data insights.

• Monitor and evaluate case management performance: Establish key performance indicators (KPIs) and conduct regular audits to assess the quality of case processing, providing analysis and recommendations for improvement to leadership team.

• Foster a culture of quality: Lead promotion of quality-focused mindset within the organization, encouraging a commitment to continuous learning and improvement among consulting resources.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

Canada: Hiring Range from $50,500 to $110,000 CAD per annum

US: Hiring Range: from $31.44 to $67.93 per hour; from $65,400 to $141,300 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer