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Job Responsibilities:
Owns program-level quality strategy execution for high-volume initiatives. Aligns team performance with organizational goals; ensures process optimization and delivery excellence within budgets and timelines. Partners with the Operations Manager.Key Responsibilities
Set program quality goals, roadmap, and operating rhythms (cadence, audit plan, reviews).
Manage a team of Analysts and Coordinators; hire, coach, and run performance cycles.
Co-own client governance with Ops; align on scope, priorities, and changes.
Standardize SOPs/rubrics; oversee training/certification paths and knowledge base.
Define core dashboards/metrics; drive actions for speed, quality, and cost.
Champion compliance, privacy, and security; ensure audit readiness.
Coordinate with Vendor Management on SLAs, capacity, and improvement plans.
Sponsor automation pilots and scale proven solutions with Ops Tech/Product.
Own risk management at program level; ensure documented CAPA with follow-through.
Build succession pipelines and skills matrices for the team.
Additional Job Details:
Education
Bachelor’s degree or equivalent experience in Business, Operations, Quality, or Data/Engineering.
Experience
3–5 years in quality/ops; 3–5 years managing teams or multi-workstreams.
Skills
Program planning and portfolio governance.
People leadership (goals, coaching, delegation, feedback).
Senior client communication and negotiation.
Strong spreadsheets/BI; SQL/ETL familiarity is a plus.
Quality systems (SOPs, QA gates, acceptance criteria) and compliance expertise.
Scope & Autonomy
Manages a single program/team end-to-end; sets standards and rhythms.
Makes day-to-day and tactical strategic decisions; escalates only high-impact items.
Partners with Operations Manager on client outcomes and team performance.