The Vice President of Quality, Training, Business Excellence, Process Improvement, and Workforce Management will lead multiple strategic functions critical to driving organizational performance, customer satisfaction, operational efficiency, and workforce optimization. This senior leadership role requires a dynamic and results-oriented professional capable of creating and executing innovative strategies, fostering collaboration, and delivering measurable outcomes across multiple domains.

Quality Management:

• Develop and implement enterprise-wide quality management frameworks and systems to enhance service delivery and ensure adherence to industry standards and regulatory compliance.
• Drive the adoption of data-driven decision-making by leveraging key quality metrics, KPIs, and analytics.
• Lead initiatives to improve customer satisfaction and reduce defect rates through root cause analysis and continuous improvement.

Training and Development:

• Design and oversee end-to-end training programs to enhance employee skill sets and ensure alignment with business goals.
• Collaborate with department leaders to identify training needs and customize learning solutions.
• Drive the adoption of modern learning technologies and approaches (e.g., e-learning, gamification, blended learning).
• Measure the ROI and impact of training initiatives on organizational performance.

Business Excellence and Process Improvement:

• Lead the implementation of business excellence models (e.g., Lean, Six Sigma, TQM) to optimize processes, eliminate waste, and improve efficiency.
• Establish a culture of continuous improvement by mentoring teams and embedding operational excellence into the company’s DNA.
• Manage cross-functional projects focused on enhancing operational performance, reducing costs, and driving innovation.
• Benchmark internal processes against industry best practices to maintain a competitive edge.

Workforce Management (WFM):

• Oversee the development and implementation of workforce management strategies, including forecasting, scheduling, and real-time management.
• Optimize resource utilization to ensure cost efficiency while maintaining service quality.
• Ensure compliance with labor laws, workforce agreements, and internal policies.
• Use advanced analytics and WFM tools to enhance workforce planning and execution.

Qualifications and Requirements

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or equivalent advanced degree is preferred.
• Experience:
• 12+ years of leadership experience in quality, training, process improvement, or workforce management, preferably within BPO, shared services, or operations-intensive industries.
• Proven success in leading large-scale business transformation initiatives.
• Certifications: Lean Six Sigma (Black Belt or higher preferred), Project Management (PMP or equivalent), and workforce management certifications are highly desirable.
• Skills:
• Exceptional leadership, strategic planning, and team-building skills.
• Advanced problem-solving and analytical capabilities.
• Proficient in quality management systems (ISO, COPC), training delivery platforms, and WFM tools.
• Excellent stakeholder engagement and communication abilities.

Key Competencies

• Strategic thinking and visionary leadership.
• Strong business acumen and a data-driven decision-making approach.
• Ability to thrive in a fast-paced, results-oriented environment.
• Commitment to fostering a culture of excellence and collaboration.

Work Environment

• Requires collaboration across global teams and may involve occasional travel.