Service Excellence Senior Associate 1

Service Excellence Pillars

• Continuous improvement
• Quality management system
• Voice of Customers (VOC)

The candidate must be a self‑starter, demonstrate thought leadership, independently drive change, manage multiple stakeholders, and possess strong communication and technical skills.

Core Responsibilities

Continuous Improvement

• Independently manage and develop a strong pipeline of improvement ideas by running workshops.
• Have strong experience in executing and mentoring improvement projects.
• Guide operations and quality teams on quality tools, techniques, and PI/CI.
• Be a change agent and drive quality culture in operations.

Quality Management System

• Take the lead in setting up SLA, KPIs, and work with Operations and Customers to define measurements.
• Help the operations team prepare for process audits by implementing QMS.
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