What Your Responsibilities Will Be
- Quality StrategyDesign, manage quality frameworks across multiple departments (e.g., Notice Management, Case Management, Transactions).
- Lead the development of scorecards, sampling methodologies, and audit processes to improve process consistency and customer satisfaction.
- Continuous Improvement (CI)Champion CI culture by identifying causes, process inefficiencies, and improvement opportunities.
- Facilitate Lean/Six Sigma-inspired projects to lead measurable gains in quality and operational efficiency.
- Build capability across teams by promoting CI methodologies into daily operations.
- People LeadershipMentor a team of data-centric quality professionals, encouraging a culture of analytical rigor, learning, and new ideas through coaching, and strategic recognition.
- Build team accountability and engagement through clear goals, performance metrics, and regular feedback loops.
- Stakeholder Management & CollaborationCollaborate with Ops, Compliance, Automation, Data, and Support teams to align QA goals and guide shared outcomes.
- Provide guidance to leadership on process improvements, audit insights, and customer pain point resolution.
- Insights & GovernanceDeliver relevant insights from quality audits and customer feedback to inform process, product, and training strategies.
- Ensure adherence to compliance standards and risk mitigation through proactive QA practices.
What Youll Need to be Successful
Qualifications:
- 10+ years of experience in Quality, Operations, or Process Excellence roles
- Proven track record in driving data-informed quality improvements, with practical application of methodologies like Lean and Six Sigma to enhance operational processes.
- People managementexperience, including team building and cross-functional leadership
- Proficiency with QA tools and platforms (Salesforce, Freshdesk) and data tools (Excel, Tableau, Power BI)
Required skills:
- Continuous Improvement & Problem Solving
- Leadership & Team Development
- Develop data-driven strategies that align quality projects with broader goals.
- Operational & Risk Awareness
- Partner Influence & Collaboration
- Data-Driven Decision-making
