Assessment of Service Quality - Assistant Director (Open to Pgh., Cleveland or Upstate NY locations)

Location:US-OH-Cleveland Job Number:CLE0002R Employee Status : Regular Job Type :Experienced Schedule : Full-time Description The Assessment of Service Quality (ASQ) Leader's primary role is to support the ASQ function within the Area. The ASQ Leader must use influencing skills to sustain the Area's efforts to maintain and support our service quality. The Leader works with the Area Leadership team in the systematic measurement of the clients' perception of the quality of our services and our effectiveness in meeting expectations. The ASQ leader is accountable for maintaining the integrity of the ASQ program in the Area. The ideal candidate will have a track record of project management and superior interpersonal skills. ResponsibilitiesWork closely with Area Leadership to establish ASQ focus and direction for the fiscal year. Review and identify resource needs to accomplish Area ASQ balanced scorecard goals. Identify the Area's ASQ universe of target clients for the current fiscal year (based on revenue, strategic relationship, risk factor and ASQ history) and determine the appropriate Area Leadership contact to conduct the dialogue. May be asked to conduct dialogues (as a Key Area Interviewer) and/or play a knowledge worker role on the interviews. Discuss dialogue results with the Client Service Partner (CSP) and Team. Establish follow-up process and recommend service strategies based on client feedback. Identify relationship risks uncovered and escalate issues to Area Leadership to mitigate client loss. Analyze Area-wide results and identify service quality trends. Produce quantitative and qualitative reports that are actionable for the practice, industry and office. Provide dialogue insights to the pursuit team and Business Development leadership. Regularly present ASQ key findings, coverage metrics and trends impacting quality to the Area Leadership Team. Monitor progress towards the coverage of ASQ balanced scorecard goals. Build and execute a marketing and communications plan. Track and monitor follow up on client feedback. On feedback which generates an alert make sure immediate action is taken to address the situation. Conduct win/loss pursuit debriefs with prospective clients' decision makers. Train and coach area resources to conduct ASQ Dialogues to make sure they are conducted as effectively and consistently as possible. Review resource need to ensure Area has the right resources in place to meet balanced scorecard goals. Provide leadership and coaching to the ASQ coordinator to develop the individual and leverage their talent. Analyze area-wide results and works with Area Leadership to uncover trends and risks. Provide support to CSP to execute survey. Make decisions and overcome obstacles with consultation with ASQ resources and Area Leadership. Although the position generally does not have direct responsibility for supervising department personnel, the incumbent must have strong influencing skills to work with other departments, account teams and Area Leadership to get the support he/she needs to maintain the ASQ process in the Area. To qualify, candidates must have: a bachelor's degree or equivalent experience approximately 5 - 7 years of experience, previous business development and/or marketing experience is desirable strong executive presence (perceived as equal in status to Chief Executive Officer/Chief Financial Officer) excellent written and verbal communications skills strong project management skills strong interviewing skills strong knowledge of the Firm's services and of client satisfaction trends and insights as the job involves client contact, long hours and frequent travel are regularly required