Job description

Roles & Responsibilities:

· Drive independent projects & work in small teams of typically 1-2 members, playing primary role in all aspects of client engagement

· Create blue prints & deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health

· Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators)

· Understand early Warning system(s) and be able to design as per business need

· Performing Risk & Controls assessment/FMEA and create/propose a robust controls framework

· Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans

· Drive ongoing/ identified service assurance initiatives, continuous process improvement program

· Gathering & analyzing information, formulating, testing hypotheses, developing & communicating recommendations.

· Innovate & improvise processes with hard targets for process improvements. Evaluate process changes feasibility with risk assessment & control definition. Work closely with the client to implement changes

· Present results to client management & implement recommendations in collaboration with client team members.

· Turn data into meaningful insights & transformative solutions

· Move clients to action with plans to execute our recommendations

· Manage & mentor junior team members

· Accountable for data accuracy, timeliness and overall quality of the overall work product

QUALIFICATIONS Degrees, Certifications, Experience:

· BB/GB certified, Lean, Design, automation savvy SME with 10-12 years experience in building & deployment of quality frameworks, leading service assurance and process improvement charters, programs & projects

· MBA or PG degree preferably in Business Administration/Engineering

· Outstanding records of academic & managerial or professional achievement

SKILLS:

§ Expertise in designing service quality assurance framework

§ Sound understanding of business metrics & how support impacts those

§ In-depth understanding of Quality management system for Operations and Support functions

§ Proficiency in process improvement initiatives

§ Customer centricity and effective program management skills

§ Exceptional analytical, data visualization, problem-solving and advisory ability

§ Ability to work collaboratively & effectively in a team environment and with people at all levels in an organization

§ Ability to communicate complex ideas effectively, both verbally & in writing, in English

Job Type: Full-time

Salary: $150,000.00 - $250,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Relocation assistance

Schedule:

• 10 hour shift

Ability to commute/relocate:

• Houston, TX 77079: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Quality frameworks: 10 years (Required)

Work Location: Hybrid remote in Houston, TX 77079

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