We are looking for a Head of Quality & Service Excellence to champion our quality assurance and continuous improvement framework. This pivotal role requires a proven leader with an active Lean Six Sigma Black Belt certification to drive world-class service quality, operational efficiency, and a culture of continuous improvement across the organization.
Requirements
- Strategic Leadership: Define, develop, and execute a comprehensive Quality Service Excellence strategy that is fully aligned with overall business objectives and ensures adherence to relevant industry standards and regulatory requirements.
- SLA & Contractual Quality Assurance: Implement a proactive zero-defect mindset approach across all processes to guarantee consistent delivery and fulfillment of all contractual Service Level Agreements (SLAs) and client expectations.
- Continuous Improvement Mastery: Lead, champion, and deploy high-impact continuous improvement initiatives across various business functions utilizing expertise in Lean, Six Sigma (DMAIC/DMADV), and advanced root cause analysis techniques.
- Fix Broken Quality with Urgency: Drive the immediate and sustained resolution of chronic or systemic quality defects. Foster a sense of urgency within teams to implement robust, long-term fixes that prevent recurrence, moving beyond temporary band-aids.
- System Oversight: Design, implement, and manage robust Quality Management Systems (QMS), including developing policies, standard operating procedures (SOPs), and key performance indicators (KPIs) to monitor and report on service quality and operational effectiveness.
- Cross-Functional Partnership: Collaborate deeply with leadership across departments (e.g., Service Delivery, Operations, Technology) to integrate quality excellence principles into all service design, delivery, and process optimization activities.
- Team Development & Mentorship: Provide strong leadership, coaching, and Lean Six Sigma mentorship to the Quality and operational teams, fostering a high-performance culture focused on accountability, data-driven decisions, and professional development.
- Compliance & Audit: Oversee the scheduling and execution of regular quality audits, compliance assessments, and management reviews to ensure adherence to internal standards and external regulatory requirements delivering clear, actionable recommendations.
Benefits
- Generous Paid Time Off
- 401k Matching
- Tuition Reimbursement
