Head of Quality & Service Excellence

Job Overview

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.

• 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 Six Sigma Methodologies:
  Deep expertise in DMAIC (Define, Measure, Analyze, Improve, Control) and DMADV (Define, Measure, Analyze, Design, Verify).
• Quality Management Systems (QMS):
  Comprehensive understanding of designing and managing QMS frameworks, including policies, SOPs, and KPIs.
• Industry Standards:
  Knowledge of relevant regulatory requirements and quality industry standards.
• Root Cause Analysis (RCA):
  Mastery of advanced RCA techniques to address systemic and chronic quality defects.

• Knowledge of Agile or Kaizen methodologies.
• Familiarity with specific industry certifications (e.g., ISO 9001).
• Understanding of Service Delivery Technology and how it integrates with quality automation.

• Leadership
  
  Experience:
  
  Proven track record in a senior leader role driving organizational change.
• SLA Management:
  Experience in implementing a zero-defect mindset to guarantee the fulfillment of contractual Service Level Agreements (SLAs).
• Strategic Execution:
  Demonstrated ability to develop and execute a Quality Service Excellence strategy aligned with high-level business goals.
• Urgency-Driven Problem Solving:
  Proven experience in identifying and implementing long-term fixes for chronic quality issues rather than temporary workarounds.
• Audit Management:
  Experience overseeing quality audits, compliance assessments, and management reviews.

• Certification:
  An active Lean Six Sigma Black Belt certification is mandatory.
• Experience in cross-functional project management bridging gaps between Service Delivery, Operations, and Technology.
• Experience…