Operational Excellence Lead

8 hours ago


Lahore, Punjab, Pakistan StudyWise The Migration Full time

The Operational Excellence Lead drives business growth by optimizing operational processes and quality standards. This role involves developing and implementing quality assurance protocols, monitoring compliance, and providing actionable insights to enhance overall performance.

Key Responsibilities:
  1. Quality Assurance Protocols: Develop, implement, and monitor quality protocols, testing methodologies, and monitoring processes to ensure high standards of service.
  2. Process Adherence & Audits: Conduct regular quality audits of calls, documentation, and system usage to ensure process adherence, monitor compliance with company policies and industry standards, and address any discrepancies promptly.
  3. Performance Analysis & Reporting: Analyze performance metrics to identify trends, gaps, and opportunities for improvement, creating detailed reports with actionable insights to support decision-making processes.
  4. Training & Improvement Strategies: Identify training gaps and collaborate with team leads and trainers to develop targeted improvement strategies, providing constructive feedback to team members based on quality assessments to enhance performance.
  5. Documentation & Guidelines: Manage and maintain QA documentation, including process guidelines, best practices, and policy updates, ensuring that all documentation is up-to-date, accessible, and in compliance with company standards.
  6. Team Assessments: Conduct periodic assessments of team performance through quality monitoring tools and scorecards, delivering constructive feedback to team members to drive improvement and maintain high-quality standards.
  7. Compliance & Standards: Ensure compliance with relevant industry standards, company policies, and regulations, staying updated with best practices in quality assurance to maintain a competitive edge.


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