Conduent Knowledge, Innovation and Quality Manager in South Bend, Indiana

Knowledge, Innovation and Quality Manager


Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at .

Job Summary:

The Knowledge, Innovations and Quality Manager is responsible for driving innovation and championing innovation opportunities to support Conduent Training Services. The Manager will rely on research both internal and external to drive innovation initiatives. The Manager will be responsible for managing the Training Services innovation and technology portfolio including training enhancement resources and programs. In addition, the Manager is responsible for developing and maintaining a corporate quality assurance program that promotes trainee learner engagement and accuracy. Champions continuous improvement efforts and error reduction initiatives to support the established Quality Automation System (QAS); initiate and implement quality improvement activities as appropriate (e.g., Kaizen, Six Sigma, etc.) to support contractual performance standards.

Key Responsibilities:

  • Monitor, enhance, manage, and facilitate all aspects of the QAS for Conduent Training Services.

  • Serve as the primary quality control resource for problem identification, resolution, error reporting, Service Level Agreement (SLA) and continuous improvement.

  • Support concurrent work processing efforts by participating in design/ development projects representing quality assurance and the customer.

  • Design, implement and document procedures for process control, process improvement, testing and evaluation.

  • Establish and implement metrics (Service Level Agreement, Key Performance Indicators, error rates, etc.) for monitoring program effectiveness.

  • Analyze statistical data and perform root-cause analysis and other problem solving activities to identify effective corrective actions and process improvements.

  • Assist in development of quality planning methods and help develop trainee certification standards..

  • Monitor trainee performance.

  • Identify opportunities to improve quality and establish feedback with learners,training personnel, and State and vendor staff.

  • Report to management on quality issues, trends and losses.

  • Builds partnerships with internal and external clients, employees and leadership management teams.

  • Help guide and manage innovation initiatives throughout the innovation life cycle.

  • Oversees implementation of applicable solution to ensure client needs are met in a timely manner consistent

  • Ensure the timely and accurate reporting of innovation project status and scorecard reporting.

  • Track innovation initiatives performance against planned schedules, deliverables, (and milestones), expenses and costs

  • Some travel may be required – approx. 25%-50%

Desired Skills and Experience

  • Bachelors degree required (Masters Degree preferred)

  • 5 years’ experience in Quality Assurance with extensive knowledge in design/implementation of quality assurance programs

  • 5 years’ experience on the Indiana Eligibility Program preferred

  • Project management skills preferred – focused on process improvement

  • Strategic thinking and flexibility to meet changing business conditions

  • Experience managing projects from idea, definition, through development and implementation

  • Client and customer service / relationship management skills a must

  • Strong written and verbal communication skills along with the ability to work effectively with all levels of the organization

  • Proficient use of Microsoft Office, primarily with Excel/Access

  • Proficient use of IEMP systems: FEPS, SMART, FACTS, ICES

  • Six-Sigma black or green belt a plus, otherwise must be willing to obtain certification within first year of employment.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at .

Job Quality Assurance

Primary Location United States-Indiana-Indianapolis

Other Locations United States-Indiana-Marion, United States-Indiana-New Castle, United States-Indiana-Jeffersonville, United States-Indiana-Evansville, United States-Indiana-Fort Wayne, United States-Indiana-Terre Haute, United States-Indiana-South Bend, United States-Indiana-West Lafayette, United States-Indiana-Crown Point

Organization Government

Unposting Date Ongoing

Req ID: 18030946