Expected Qualifications

• Lean Six Sigma certification (e.g., green belt, black belt, master black belt, or other)
• At least 7 years of experience in Lean Six Sigma or related continuous improvement areas, driving results
• Experience in change management, stakeholder management, and influencing people without authority
• Strong oral and written communication, interpersonal, presentation and organization skills
• Ability to communicate with all levels of staff, cultural backgrounds, management, up to senior leadership
• Proven ability to work in ambiguity Highly motivated to take ownership and drive initiatives with minimal direction
• Demonstrated ability to lead and motivate teams of 3 or more high performing individuals
• Capacity to think strategically and innovatively

Major Duties

• Manage day to day Quality operations, ensuring the departments' requirements are being attained.
• Design, implement, and improve company quality standards.
• Analyze data in order to find areas for growth/improvement
• Ensure quality framework is in place and coordinated across stakeholders
• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance
• Complete database audits for all ACD and client tools to ensure agent headcount aligns with tools.
• Collaborate with all clients (GTT and Shared Services) to ensure a consistent standard in Quality Assurance and Training
• Ensure performance and behaviours support the programs' (GTT and Shared Services) performance quality improvement goals and objectives
• Establish quality governance process with clients and operations to ensure effective communication throughout the organization
• Review processes in order to ensure that they align with current trends.

Salary Scale

The successful applicant will receive an attractive renumeration & benefits package.