Head of Quality & Service Excellence

At Cloud Factory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale.

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

At Cloud Factory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are :

• Mission-Driven :
  We focus on creating economic and social impact.
• People-Centric :
  We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative :
  We embrace change and find better ways to do things together.
• Globally Connected :
  We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

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.

You will be responsible for defining and executing the quality strategy, leveraging advanced methodologies to achieve superior business outcomes. A core focus will be implementing a proactive zero-defect mindset approach across all operations to ensure reliable delivery of contractual Service Level Agreements (SLAs). This role demands a strong sense of urgency to address and implement long-term fixes for chronic quality issues, ensuring sustained excellence and client trust.

This is an exciting opportunity to grow professionally while contributing to a mission-driven organization.

• 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.

• Lean…