About the role
Job Description
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Quality Governance & Oversight
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Lead the execution of the Customer Service Quality Assurance Framework, ensuring consistency, fairness, and adherence to approved quality standards.
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Oversee quality monitoring activities, calibration exercises, appeals and quality governance processes.
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Ensure quality assessments are conducted accurately, objectively and supported by sufficient evidence.
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Maintain the integrity of QA methodologies, scorecards, sampling approaches, and review standards.
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Team Leadership & Capability Development
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Lead, coach, and develop the QA team to achieve quality, productivity, and professional development objectives.
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Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
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Drive a culture of accountability, critical thinking, and continuous improvement within the QA function.
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Ensure consistent interpretation and application of quality standards across the team.
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Quality Insights, Reporting & Risk Management
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Analyze quality findings, customer pain points, operational risks, and emerging trends to identify improvement opportunities.
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Prepare and present quality performance reports, root cause analyses, and actionable recommendations to management.
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Monitor quality-related risks, compliance concerns, and recurring service failures, escalating material findings where necessary.
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Support internal audits, regulatory reviews, and management reporting requirements.
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Continuous Improvement & Operational Excellence
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Drive quality improvement initiatives aimed at enhancing customer experience, service consistency, operational effectiveness, and compliance outcomes.
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Identify process gaps, knowledge deficiencies, policy ambiguities, and control weaknesses impacting service quality.
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Partner with Operations, Training, Knowledge Management, Product, Compliance and other stakeholders to implement sustainable improvements.
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Track and measure the effectiveness of corrective actions and quality improvement initiatives.
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Quality Enablement & Stakeholder Management
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Act as a trusted advisor to operational leaders on quality-related matters and performance improvement opportunities.
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Provide quality-driven recommendations to support coaching strategies, knowledge improvements, process enhancements, and customer experience initiatives.
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Facilitate stakeholder discussions, calibration sessions, and forums to ensure alignment on quality expectations and standards.
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Support the implementation of quality-related systems, tools, and automation initiatives where applicable.
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Other Responsibilities
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Support departmental projects, strategic initiatives, and transformation programs as assigned.
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Perform any other duties reasonably assigned by management to support business and operational objectives.
Requirements
- Bachelor's Degree in Business Administration, Customer Experience, Quality Management, Operations Management, or a related field. Relevant equivalent experience may be considered.
- Minimum 5 years of experience in Quality Assurance, Customer Service Operations, Complaints Management, Operational Excellence, Process Improvement, or a related function, with at least 2 years in a supervisory or people leadership role.
- Strong understanding of Quality Assurance frameworks, governance principles, quality calibration, coaching methodologies, and performance management practices.
- Demonstrated ability to analyze operational data, identify trends, conduct root cause analysis, and develop actionable improvement plans.
- Strong stakeholder management skills with the ability to collaborate effectively across Operations, Training, Compliance, Product and Management teams.
- Excellent communication, presentation, and report-writing skills, with the ability to translate quality findings into meaningful business insights.
- Proven experience leading quality improvement, customer experience, operational excellence, or process optimization initiatives.
- Strong problem-solving, decision-making, and critical-thinking capabilities.
- Experience in regulated industries such as Financial Services, Fintech, Banking, Insurance, or E-Commerce is preferred.
- Experience with quality monitoring systems, customer service platforms, reporting tools, and data visualization tools is an advantage.
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