About the Role
This role is responsible for leading quality assurance initiatives within operations, ensuring that all processes meet defined quality benchmarks and regulatory requirements while supporting scalable and efficient service delivery.
Responsibilities
- Lead the development and implementation of quality assurance frameworks for operational processes
- Conduct regular audits of operational workflows to identify gaps and areas for improvement
- Collaborate with cross-functional teams to align QA practices with business objectives
- Design and maintain QA metrics and performance dashboards
- Ensure compliance with industry regulations and internal quality standards
- Train operations staff on quality protocols and best practices
- Investigate quality deviations and lead root cause analyses
- Support the rollout of new operational procedures with embedded QA checkpoints
- Monitor key quality indicators and report findings to leadership
- Drive corrective and preventive actions based on audit outcomes
- Evaluate third-party service providers for quality adherence
- Maintain up-to-date documentation of QA policies and procedures
- Work closely with product and engineering teams to ensure quality in service delivery
- Standardize QA processes across multiple operational units
- Lead quality readiness for audits and inspections
- Identify automation opportunities to enhance QA efficiency
- Promote a culture of quality and accountability across teams
- Assess risks related to operational quality and recommend mitigation strategies
- Support incident management by providing QA insights and oversight
- Ensure consistency in service quality across all customer touchpoints
- Stay current with regulatory changes affecting operational quality
- Coordinate with legal and compliance teams on quality-related matters
- Facilitate QA workshops and continuous improvement sessions
- Optimize QA workflows to support scalability
- Provide regular updates on QA performance to senior management
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility
Team
Part of the operations leadership team focused on quality and process excellence
About the Team
The operations team is responsible for ensuring seamless delivery of services through robust processes and quality oversight. This role plays a central part in maintaining trust and reliability in all operational outputs.
Growth Opportunities
This position offers exposure to high-impact projects and the chance to shape quality strategy as the organization scales. Leadership development and professional growth are supported through mentorship and structured feedback.
