JD: Lead the setup and execution of the Quality Management System for the account. Champion Operational Excellence tools like Lean, Six Sigma, 5S, RCA, and Kaizen. Identify gaps and drive process improvements to boost key metrics like AHT, FTR, and utilization. Design and implement dashboards and KPIs to track performance and ensure sustainability. Deliver high-impact projects that add value and drive ROI. Ensure compliance with internal policies and external regulations. Train teams on quality tools and foster a culture of continuous improvement. Conduct audits and use transaction monitoring to uncover improvement opportunities. Collaborate with clients and internal teams to solve problems and implement innovative solutions. Requirement: A bachelor's degree and 7-10 years of experience in operations, quality, or process improvement. Familiarity with ITSM and ITIL (certification is a plus, but not required). Lean Six Sigma Green Belt trained or certified. Strong analytical skills with a knack for Excel, reporting, and quality tools. Excellent communication and stakeholder management skills-comfortable presenting to senior leaders. Experience managing teams and driving results under tight deadlines. Willingness to work flexible hours, including weekends and holidays, and in any company-assigned location. Bonus points if you're an ISO-certified internal auditor or have experience with multiple operating systems (Windows, Mac, iOS, Android).