Expert

• Own and manage QEM, the quality tracking tool, ensuring accuracy, compliance, governance, and continuous enhancement of the tool and its reporting outputs. 

• Drive accurate, timely, and insight-led quality reporting across Data Operations and Client Operations quality teams. 

• Monitor adherence to quality reporting policies, guidelines, and metric definitions, ensuring consistent usage across regions and functions. 

• Partner with Technology teams to improve QEM functionality, reporting accuracy, usability, and enhancement priorities. 

• Identify themes, patterns, recurring issues, and improvement opportunities through structured quality analysis, RCA reviews, and incident trend assessments. 

• Translate quality data into meaningful insights, leadership-ready summaries, and recommendations that support data-driven decision-making. 

• Facilitate quality performance discussions with regional and global stakeholders, enabling clear ownership of actions and follow-through on improvement plans. 

• Support monthly KPI reporting, quality review forums, and stakeholder report-outs with clear narratives, data-backed observations, and actionable takeaways. 

• Develop, maintain, and refresh QEM training materials, policy guidance, and onboarding content as quality processes and business needs evolve. 

• Coordinate cross-team initiatives and improvement projects that strengthen quality governance, reporting discipline, and the overall effectiveness of QEM.

Function: General Business
Experience Level: Mid-Senior Level