National Head - Quality Control

Head Quality

The Nation Head- Quality, Compliance, Customer Experience and Process Transformation is a leadership position in the Quality Assurance department that requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Leadership, Operations Leads, Quality teams, Knowledge Management, Training, MIS and frontline resources across locations and across various lines of business.

This position requires the ability to develop the departmental vision and build the desired culture and work standards.

Key Responsibilities:

• To ensure that the services provided by the department meet and exceed the defined quality and productivity standards while ensuring delivery on the service promise to the customer.

• Take ownership for the department’s performance and ensure compliance with the quality objectives of the business.

• Work collaboratively, negotiate and engage with key stakeholders to facilitate delivery and compliance with the Quality strategy.

• Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance and to improve processes, products, services, customer experience and the culture of the department.

• Achieve quality assurance objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; determining system improvements; implementing change.

• Maintain and improve customer interaction quality; investigating customer complaints; collaborating with other