Job description

What You’ll Do:

We are looking for a strategic Senior Manager – Quality Operations to lead our quality assurance programs across customer-facing operations. You will be pivotal in driving Continuous Improvement (CI), optimizing audit programs, and enhancing through data, insights and collaboration. You lead with insight, think in systems, and act on data—transforming complexity into clarity and action who excels at optimizing complex processes, building teams, and driving continuous improvement through evidence-based decision-making. You will report to the Director of Quality and Data.

What Your Responsibilities Will Be:

Quality Strategy

Design, manage quality frameworks across multiple departments (e.g., Notice Management, Case Management, Transactions).
Lead the development of scorecards, sampling methodologies, and audit processes to improve process consistency and customer satisfaction.

Continuous Improvement (CI):

Champion CI culture by identifying causes, process inefficiencies, and improvement opportunities.
Facilitate Lean/Six Sigma-inspired projects to lead measurable gains in quality and operational efficiency.
Build capability across teams by promoting CI methodologies into daily operations.

People Leadership:

Mentor a team of data-centric quality professionals, encouraging a culture of analytical rigor, learning, and new ideas through coaching, and strategic recognition.
Build team accountability and engagement through clear goals, performance metrics, and regular feedback loops.

Stakeholder Management & Collaboration:

Collaborate with Ops, Compliance, Automation, Data, and Support teams to align QA goals and guide shared outcome
Provide guidance to leadership on process improvements, audit insights, and customer pain point resolution.

Insights & Governance

Deliver relevant insights from quality audits and customer feedback to inform process, product, and training strategies.
Ensure adherence to compliance standards and risk mitigation through proactive QA practices.

What You'll Need to be Successful:

10+ years of experience in Quality, Operations, or Process Excellence roles.
Proven track record in driving data-informed quality improvements, with practical application of methodologies like Lean and Six Sigma to enhance operational processes.
People management experience, including team building and cross-functional leadership.
Proficiency with QA tools and platforms (Salesforce, Freshdesk) and data tools (Excel, Tableau, Power BI.

Required skills: