Expert

Responsibilities

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

Requirements

Bachelor's degree or equivalent professional experience; 2–5 years of experience in business analysis, quality operations, data operations, client operations, process governance, or operational excellence; Strong understanding of quality processes, incident reporting, RCA, action tracking, KPI reporting, and operational performance management; Experience working with reporting tools, dashboards, quality tracking systems, or workflow management platforms is preferred; Strong analytical skills with the ability to interpret data, identify trends, connect themes, and convert analysis into actionable insights; Excellent attention to detail, with a strong focus on reporting accuracy, metric compliance, and data integrity; Strong written and verbal communication skills, including the ability to create leadership-ready narratives, summaries, and recommendations from complex data; Ability to facilitate data-driven discussions with stakeholders and influence teams toward clear ownership, decisions, and improvement actions; Good project management skills, including planning, tracking actions, managing timelines, following up with stakeholders, and driving progress to closure; Strong interpersonal skills with the ability to build trusted relationships across regional, global, technology, operations, and quality teams; Experience in cross-team collaboration, especially in environments requiring alignment across multiple functions and stakeholders; Problem-solving mindset with the ability to investigate root causes, challenge assumptions, and recommend practical solutions; High ownership, accountability, and proactive follow-through in managing tasks, reporting deliverables, and improvement initiatives; Strong Excel and data analysis capability

Nice to have

Experience working with reporting tools, dashboards, quality tracking systems, or workflow management platforms; Knowledge of SQL, R, Python, Power BI, Tableau, or other analytics/reporting tools

Benefits

Flexible working environment; Volunteer time off; LinkedIn Learning; Employee-Assistance-Program (EAP)