Operational Excellence & Quality Assurance Expert

We are looking for an experienced Operational Excellence & Quality Assurance Expert to drive quality assurance, continuous improvement, and process optimization initiatives across customer service and shared services operations. This role will partner with cross-functional teams to enhance operational performance, improve customer experience, and implement sustainable process improvements through data-driven decision-making.

• Develop and implement quality assurance frameworks, standards, and governance processes.
• Conduct quality audits, process reviews, and root cause analyses to identify improvement opportunities.
• Monitor quality metrics and create reports and dashboards to measure operational performance.
• Lead continuous improvement initiatives using Lean Six Sigma, Kaizen, and other operational excellence methodologies.
• Standardize processes and establish controls to ensure consistent service delivery.
• Facilitate training, coaching, and calibration sessions to strengthen quality and continuous improvement capabilities.
• Identify automation and digital transformation opportunities, including process automation and workflow optimization.
• Collaborate with Operations, Training, and business stakeholders to drive quality and operational excellence initiatives.
• Present insights, recommendations, and project outcomes to leadership and key stakeholders.

• Bachelor's Degree in Engineering, Business Administration, Operations Management, Finance, Quality Management, or a related field.
• At least 5-8 years of experience in Quality Assurance, Operational Excellence, Process Improvement, Shared Services, Customer Service, or BPO operations.
• Proven experience leading quality assurance programs and continuous improvement initiatives.
• Strong knowledge of Lean Six Sigma, Operational Excellence, Quality Management Systems, and Change Management.
• Experience with Power BI, Tableau, Power Automate, Process Mining, RPA, or similar automation and analytics tools is an advantage.
• Excellent analytical, problem-solving, stakeholder management, and presentation skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, Visio, and other Microsoft Office applications.
• Lean Six Sigma Black Belt certification is highly preferred.