Senior Manager - Quality Operations

What You’ll Do:

Senior Manager – Quality Operations

This role is ideal for someone who uses AI to turn data into direction, transforms complexity into action, and excels at optimizing processes and teams through evidence-based intelligent systems. You will report to the Director of Quality and Data.

What Your Responsibilities Will Be:

Quality Strategy & AI Integration

• Design and manage quality frameworks across multiple departments (Notice Management, Case Management, Transactions).
• Lead the development of AI-augmented scorecards, dynamic sampling models, and predictive audit processes to improve process consistency and customer satisfaction.
• Use machine learning models to anticipate risk areas and guide interventions.

Continuous Improvement (CI) with AI Enablement

• Championing a CI culture by identifying systemic inefficiencies using advanced analytics.
• You will Lead Lean/Six Sigma projects augmented by AI-driven root cause analysis, automation triggers, and workflow optimization.
• Integrate AI tools into daily team operations to detect anomalies and suggest real-time improvements.

People Leadership

• Mentor a team of data-centric quality professionals by building AI fluency and analytical rigor
• Promote a culture of innovation and learning, encouraging experimentation with AI tools to enhance team performance.
• Build accountability through smart dashboards and automated feedback mechanisms.

Stakeholder Management & Collaboration

• Collaborate across Ops, Compliance, Automation, Data, and Support to align QA goals and accomplish shared outcomes.
• Serve as a strategic advisor on process enhancements, audit insights, and customer experience powered by AI-generated recommendations.

Insights, Governance & Predictive Quality

• Deliver applicable insights through AI-enhanced data visualizations, NLP-driven sentiment analysis from customer interactions, and intelligent QA heatmaps.
• Ensure compliance and risk mitigation through automated governance models and continuous AI-powered monitoring.

What You’ll Need to Be Successful:

• 10+ years of experience in Quality, Operations, or Process Excellence role
• Proven track record in AI-assisted quality improvements, including use of machine learning, automation tools, and intelligent workflow platform
• Experience building and leading teams with a focus on innovation and analytics

Strong proficiency in:

• QA tools: Salesforce, Freshdesk
• Data & AI tools: Excel, Tableau, Power BI, Python, SQL, ML platforms (e.g., Data Robot, Azure ML, or similar)

Core Competencies:

• Continuous Improvement & AI-Powered Problem Solving
• Leadership & Team Development
• Operational & Risk Awareness
• Partner Influence & Collaboration
• Data-Driven and AI-Augmented Decision-Making
• Strategy Execution with Latest Technologies