Lead Specialist, Quality - Customer Deal Desk, Global SSC

Lead Specialist, Quality - Customer Deal Desk, Global SSC

The Lead Specialist, Quality – Customer Deal Desk, Global SSC is responsible for conducting comprehensive quality audits across the Customer Deal Desk organization, ensuring adherence to established policies, procedures, compliance requirements, and operational excellence standards. This role supports all three Lines of Business (LOBs), including License, Cloud, and Hardware within Oracle's Heritage Business.

The position plays a critical role in driving quality improvements, identifying process gaps, providing actionable insights, and partnering with stakeholders to enhance overall deal review accuracy and operational effectiveness.

Key Responsibilities

• Perform detailed quality audits of Customer Deal Desk transactions across License, Cloud, and Hardware businesses.

• Evaluate compliance with Oracle policies, approval matrices, contractual requirements, and operational procedures.

• Analyze audit findings, identify trends, root causes, and areas for process improvement.

• Prepare and present audit reports, quality metrics, and management dashboards to leadership teams.

• Collaborate with Deal Desk, Operations, Sales, Finance, Legal, and other cross-functional teams to address quality concerns and drive corrective actions.

• Conduct calibration sessions and provide guidance to ensure consistent application of quality standards.

• Support continuous improvement initiatives to strengthen controls, enhance efficiency, and improve customer experience.

• Extensive experience in Customer Deal Desk operations supporting License, Cloud, and Hardware businesses.

• Strong understanding of Oracle deal desk processes, deal structures, approvals, contracting, and compliance requirements.

• Proven experience in quality auditing, process reviews, risk identification, and operational governance.

• Demonstrated ability to analyze complex transactions and provide clear recommendations.

• Excellent communication, stakeholder management, and presentation skills.

• Advanced analytical and reporting capabilities.

• Subject Matter Expert (SME) knowledge of Customer Deal Desk processes is mandatory for this role.