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JOB DESCRIPTION: SR. QUALITY MANAGER / SR. MANAGER - CUSTOMER EXPERIENCE

The Sr. Quality Manager is responsible for leading the quality assurance function and driving continuous improvement across all operational processes. This role champions a data-driven culture, leveraging analytics to identify trends, root causes, and opportunities for process optimization. The Quality Manager collaborates with cross-functional teams to implement best practices, ensure compliance with internal and external standards, and deliver superior customer experiences.

Key Responsibilities

Quality Leadership:

• Develop, implement, and maintain quality management systems, policies, and procedures aligned with organizational goals and regulatory requirements.
• Lead and mentor a team of Quality Analysts and other quality professionals, fostering a culture of continuous improvement and accountability.

Process Improvement:

• Identify, prioritize, and lead process improvement initiatives using methodologies such as Six Sigma, Lean, or similar frameworks.
• Collaborate with operations, customer service, and other departments to streamline workflows, eliminate inefficiencies, and enhance service delivery.
• Monitor and evaluate the effectiveness of implemented improvements, adjusting strategies as needed.

Data Analysis & Reporting:

• Define and track key performance indicators (KPIs) for quality and process efficiency.
• Analyze quality data, audit findings, and operational metrics to uncover trends, anomalies, and root causes of defects.
• Prepare and present actionable insights and recommendations to senior management, supporting data-driven decision-making.

Business Insights:

• Reviews and is aware of market trends into client objectives and effects it has both on customer base and site performance outputs.
• Provides recommendations back to business back to business stakeholders on findings, potential implications, and recommended way forward that help sustain and enable our client business and relations as a partner of choice.

Automation and Solutions:

• Familiar with automated solutions and latest AI Automation tools or platforms.
• Support or lead automation and digital projects that enable or enhance reporting, monitoring and reporting efficiencies, and drive proactive risk awareness and management.

Risk Management:

• Proactively identify potential risks to quality and operational performance.
• Develop and implement mitigation strategies to address identified risks and ensure business continuity.

Stakeholder Engagement:

• Serve as a liaison between business units, leadership, and external partners to ensure alignment on quality objectives.

Requirements:

• Experience: Minimum 5-7 years of experience in quality assurance, process improvement, or a related discipline, with at least 3-5 years in a leadership or managerial role.
• Mandatory Background: At least 3 years of direct experience in customer service, consumer support with applied skills delivery a white-glove servicing experience within an environment that requires high level of documentation accuracy.
• Proven expertise in process improvement methodologies (e.g., Six Sigma, Lean) and quality management systems (e.g., ISO 9001).
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI, statistical software).
• Excellent communication, leadership, and interpersonal skills.
• Experience managing audits, compliance, and corrective action plans.

Preferred Skills:

• Certification in quality management (e.g., Certified Quality Manager, Six Sigma Black Belt).
• Experience supporting and managing Consumer Packaged Goods (CPG) type work and servicing.
• Work experience across multiple markets and regions within a highly regulated industry where policy compliance and documentation accuracy are critical.
• Experience with automation and/or AI platform solutions.
• Familiarity with CRM, case tracking, and reporting dashboards.
• Ability to drive change and influence stakeholders at all levels.