Head of Quality & Service Excellence

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale. 

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

We are looking for a Head of Quality & Service Excellence to champion our quality assurance and continuous improvement framework. This pivotal role requires a proven leader with an active Lean Six Sigma Black Belt certification to drive world-class service quality, operational efficiency, and a culture of continuous improvement across the organization.

You will be responsible for defining and executing the quality strategy, leveraging advanced methodologies to achieve superior business outcomes. A core focus will be implementing a proactive zero-defect mindset approach across all operations to ensure reliable delivery of contractual Service Level Agreements (SLAs). This role demands a strong sense of urgency to address and implement long-term fixes for chronic quality issues, ensuring sustained excellence and client trust.

This is an exciting opportunity to grow professionally while contributing to a mission-driven organization.

Responsibilities:

• Strategic Leadership: Define, develop, and execute a comprehensive Quality Service Excellence strategy that is fully aligned with overall business objectives and ensures adherence to relevant industry standards and regulatory requirements.
• SLA & Contractual Quality Assurance: Implement a proactive zero-defect mindset approach across all processes to guarantee consistent delivery and fulfillment of all contractual Service Level Agreements (SLAs) and client expectations.
• Continuous Improvement Mastery: Lead, champion, and deploy high-impact continuous improvement initiatives across various business functions utilizing expertise in Lean, Six Sigma (DMAIC/DMADV), and advanced root cause analysis techniques.
• Fix Broken Quality with Urgency: Drive the immediate and sustained resolution of chronic or systemic quality defects. Foster a sense of urgency within teams to implement robust, long-term fixes that prevent recurrence, moving beyond temporary band-aids.
• System Oversight: Design, implement, and manage robust Quality Management Systems (QMS), including developing policies, standard operating procedures (SOPs), and key performance indicators (KPIs) to monitor and report on service quality and operational effectiveness.
• Cross-Functional Partnership: Collaborate deeply with leadership across departments (e.g., Service Delivery, Operations, Technology) to integrate quality excellence principles into all service design, delivery, and process optimization activities.
• Team Development & Mentorship: Provide strong leadership, coaching, and Lean Six Sigma mentorship to the Quality and operational teams, fostering a high-performance culture focused on accountability, data-driven decisions, and professional development.
• Compliance & Audit: Oversee the scheduling and execution of regular quality audits, compliance assessments, and management reviews to ensure adherence to internal standards and external regulatory requirements delivering clear, actionable recommendations.
  

Requirements

Competencies Requirements

Must-Have:

• Lean Six Sigma Methodologies: Deep expertise in DMAIC (Define, Measure, Analyze, Improve, Control) and DMADV (Define, Measure, Analyze, Design, Verify).
• Quality Management Systems (QMS): Comprehensive understanding of designing and managing QMS frameworks, including policies, SOPs, and KPIs.
• Industry Standards: Knowledge of relevant regulatory requirements and quality industry standards.
• Root Cause Analysis (RCA): Mastery of advanced RCA techniques to address systemic and chronic quality defects.

Nice To Have (Preferred):

• Knowledge of Agile or Kaizen methodologies to supplement Lean Six Sigma.
• Familiarity with specific Industry Certifications (e.g., ISO 9001).
• Understanding of Service Delivery Technology and how it integrates with quality automation.

Skills and Experience: 

Must-Have:

• Leadership Experience: Proven track record in a "Senior Leader" or "pivotal" leadership role driving organizational change.
• SLA Management: Experience in implementing a "Zero-Defect" mindset to guarantee the fulfillment of contractual Service Level Agreements (SLAs).
• Strategic Execution: Demonstrated ability to develop and execute a Quality Service Excellence strategy aligned with high-level business goals.
• Urgency-Driven Problem Solving: Proven experience in identifying and implementing long-term fixes for chronic quality issues rather than temporary workarounds.
• Audit Management: Experience overseeing quality audits, compliance assessments, and management reviews.

Nice To Have (Preferred):

• Certification: An Active Lean Six Sigma Black Belt certification is mandatory.
• Experience in Cross-Functional Project Management, specifically bridging gaps between Service Delivery, Operations, and Technology.
• Experience in Mentorship, specifically coaching junior team members through their own Green Belt or Yellow Belt projects.
• Data Analytics skills to drive Data-Driven Decision Making within a high-performance culture.

General Requirements

• Mindset: A proactive, "Zero-Defect" philosophy and a strong sense of urgency.
• Communication: Exceptional ability to collaborate with executive leadership and departments such as Technology and Operations.
• Accountability: A high degree of professional accountability and a focus on "sustained excellence" and client trust.
• Culture Builder: Ability to foster a high-performance environment focused on professional development and continuous improvement