Job
Description
What Your Responsibilities Will Be Quality Strategy Design, 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 Leadership Mentor 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 & Collaboration Collaborate 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 & Governance Deliver 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 management experience, 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
