Metrics and Quality Lead

Lead for Quality Management pillar to drive and ensure highest standards of quality metrics are updated and reflective of clients' needs, analyze, suggest, improvise and update the KPI definitions, whilst providing insight and analysis to stakeholders for business decision-making.  

Perform and leverage advanced data analysis to identify improvement opportunities, define and govern operational KPIs, and support the implementation of cutting-edge frameworks and tools that deliver sustainable operations and process excellence.  

You will collaborate with stakeholders across functions, facilitate alignment of solutions, and scale proven best practices globally to enhance efficiency, quality, and client satisfaction.  

This role requires a confident, proactive professional, including expertise in change and project management, process mapping, and leading transformational initiatives. With strong analytical skills, a “can-do” attitude, and the ability to build trusted relationships, you will foster a culture of continuous improvement and deliver measurable business impact.  

Key Responsibilities 

KPI Definition & Governance: Define, Own and Maintain performance KPIs related to Operations from a business perspective, ensuring standardization & alignment across regions & in line with Client Experience requirement. Monitoring, Reporting & Analysis of the Quality metric. 

Quality Improvement: Lead quality improvement discussion with active contribution  in Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs when required. 

Be an Expert: Provides leadership and expert advice, guidance, training, and problem-solving assistance to team members in ensuring that data and metrics are at the highest level of quality. 

Data Analysis & Insights: Gather and analyze operational data and business facts to identify improvement opportunities through data-driven diagnostics; translate insights into actionable roadmaps with quantified benefits and success criteria. Additionally contribute to exploring and provide meaningful insights whilst discovering patterns, meaningful relationships, anomalies and trends  

Policy, Framework & Methodology: Own & Contribute to improve Quality policy, frameworks, methodologies, and tools that drive process excellence including its implementation 

Stakeholder Engagement: Build strong relationships with internal stakeholders and influence decision-making. 

Scaling Best Practices: Leverage and scale Quality related, proven solutions from pilot markets to global operations, including process, cultural, and technological changes. Work closely with Enablement, Client Ops and Data Ops Quality teams to ensure quality and delivery standards are implemented 

Continuous Improvement: Gap analysis to identify and initiate Quality improvement initiatives and promote a culture of continuous improvement across the end-to-end process. Contribute to the creation and implementation of Quality vision, strategy, policies, processes and procedures to aid and improve operational performance.

Function: General Business
Experience Level: Mid-Senior Level