Lead - Quality & Process Excellence

Key Responsibilities

Quality Governance & Assurance

• Design and implement process governance frameworks, standards, operating models and quality assurance controls across Opportunity to Order to Fulfilment journeys.
• Conduct audits as per defined standards, identify process gaps, enforce compliance, and ensure adherence to agreed operating standards.
• Maintain structured documentation of audit observations, issue logs, RCA inputs, risks and closure status.

Customer NPS & Feedback Improvement

• Own the customer NPS improvement agenda for sales journey / processes.
• Review customer and sales feedback, complaints and process signals to identify recurring themes and actionable improvement areas.
• Convert feedback insights into prioritized action plans, drive implementation with stakeholders, and gauge impact through NPS, complaints, cycle time and quality movement.

Process Excellence & Continuous Improvement

• Use data, audit insights and customer / channel feedback themes to drive process excellence, re-engineering and continuous efficiency improvement initiatives.
• Partner with Sales, IT, Product, Commercial, CX and Governance teams to integrate automation, quality controls and process optimization into business operations.
• Maintain disciplined tracking from issue identification to closure, including ownership, timelines, adoption, compliance adherence and benefit realization.

Dashboards, Reviews & Leadership Reporting

• Build and publish quality scorecards, NPS movement dashboards, audit dashboards and action trackers with clear risk, owner and action view.
• Present concise insights and progress updates in governance forums and leadership reviews.

KPIs / Success Metrics

• Customer NPS improvement for identified journeys / processes
• % customer and sales feedback themes converted into actionable improvement items
• % action items implemented within agreed timelines and measured for impact
• Number of quality audits completed vs plan
• % audit gaps / process issues closed within timelines
• Process quality score improvement QoQ / YoY
• Reduction in complaints, defects, rework, manual touchpoints and cycle time
• Audit outcome: zero critical findings / repeat non-compliances

Experience & Skills

• 8-12 years of experience in quality governance, process excellence, customer experience or sales operations.
• Strong working knowledge of quality assurance, audit practices, structured RCA and issue tracking.
• Experience in process reengineering, automation and continuous improvement; Lean / Six Sigma exposure preferred.
• Strong data analysis, dashboarding and insight generation capability.
• Ability to influence cross-functional teams and drive closure without direct authority.
• Telecom / B2B enterprise workflow exposure, especially Sales Order Management, preferred.

Core Competencies

• Design and implement process governance frameworks, standards and operating models across functions.
• Execute quality assurance activities and conduct audits as per defined standards.
• Identify process gaps, document issues clearly, enforce compliance and support structured reporting.
• Drive process excellence, re-engineering initiatives and continuous efficiency improvements through data, audit and feedback insights.
• Integrate automation, quality controls and process optimization into business operations.
• Leverage customer, channel and sales feedback to derive actionable insights, improve processes and enhance experience.
• Track issues rigorously and ensure follow-through until resolution, adoption and impact measurement.

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