About the Team:

The Quality Services team is an integral part of the Global Business Service (GBS) Centre, comprising specialized operations experts with extensive experience across diverse industries and sectors. We provide global customer support through various channels, including live chat, emails, tickets, social media, and more. Collaborating closely with key stakeholders such as Marketing, Finance, and Payment Operations, our team ensures the successful launch of global products while effectively managing associated risks for business growth.

About the Opportunity:

We are seeking a highly skilled and experienced professional to join our organization as the Head of Quality Services. In this role, you will be responsible for overseeing and ensuring the delivery of exceptional quality services to our customers. You will lead a high-performing team and drive continuous improvement in quality standards and processes. As the Head of Quality Services, you will play a vital role in maintaining and enhancing customer satisfaction, driving operational efficiency, and fostering a culture of excellence within the team.

• Build effective and collaborative relationships with senior leadership representatives, site leaders, HR teams, and subject matter experts to understand and continually evaluate organizational quality needs, ensuring alignment with business requirements and regulatory standards.
• Develop and oversee the implementation of a comprehensive quality strategy that aligns with the organization’s short, medium, and long-term goals.
• Lead and coach the Quality Services team, ensuring a high-performing and value-added approach through effective recruitment, onboarding, training, development, performance management, and leadership.
• Foster a culture of continuous improvement within the Quality Services function, driving the review of processes and practices to achieve change and best practices.
• Maintain an internal and external focus, actively scanning for innovative quality initiatives and projects through horizon scanning and networking. Strive to position the company as a leader in career and professional development.
• Ensure the company’s quality methodologies are appropriate and adaptable to evolving business needs and customer expectations.
• Establish robust methods for tracking, reporting, evaluating, and analyzing the performance of the Quality Services function and the effectiveness of implemented programs.
• Lead the performance development review, succession planning, and talent management processes, identifying future leaders and high-potential colleagues. Collaborate with stakeholders to develop suitable development plans/programs.
• Oversee the delivery of a planned program of quality management and leadership development activities, ensuring effective, high-quality, and stable leadership at all levels of the organization.
• Manage relationships and contract negotiations with external stakeholders and providers to ensure optimal utilization of resources.
• Define, allocate, and manage the Quality Services budget, leveraging data-driven insights during budget setting to ensure efficient resource allocation and maximize return on investment.
• Proactively manage positive internal communications in collaboration with relevant stakeholders, ensuring widespread awareness of Quality Services activities and performance at all levels across the company.

• A bachelor’s or master’s degree in a relevant field such as technology, finance, business, quality management, or a related discipline.
• Minimum 5 years of experience in a quality-focused role, with a proven track record of implementing effective quality management strategies.
• Extensive experience in team leadership, including managing remote or dispersed teams, preferably within GBS or shared services organizations.
• Demonstrable expertise in developing and implementing quality plans and initiatives across an organization.
• In-depth knowledge of quality frameworks and methodologies such as Six Sigma, Lean, ISO standards, and process improvement techniques.
• Proven track record of successfully leading quality initiatives and driving process improvements across large-scale operations.
• Experience in managing quality assurance in complex, multi-functional environments.
• Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels of the organization.
• Proficient in report writing and delivering impactful presentations.
• Strategic thinking and the ability to align quality objectives with overall business goals.
• Comfortable operating in a matrix organization, working towards a shared vision through collaboration.
• Proactive in identifying opportunities for enhancing quality and efficiency in GBS operations.