Senior Manager, Quality Operations

Senior Manager Quality Operations

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.

• 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