Head of Quality & Service Excellence

ABOUT THE COMPANY

CloudFactory is a global leader in combining people and technology to provide a cloud workforce solution for machine learning and core business data processing. Our managed teams have experience working with hundreds of AI projects and can process data with high accuracy using virtually any tool. As an impact sourcing service provider (ISSP), CloudFactory creates economic and leadership opportunities for talented people in developing nations. Trusted by 170+ companies, we enrich data for 11 of the world’s top autonomous vehicle companies and process millions of tasks a day for innovators including Microsoft, Hummingbird, Ibotta, Luminar and nuTonomy. We’re on four continents, with offices in the U.K., U.S., Nepal, and Kenya.
If creating meaningful work for 1 million people in the developing world excites you, you will enjoy working at CloudFactory. If you value building relationships, can be described as both humble and courageous in the same sentence, and you are passionate about pooling individual talents to win as one unified team, you will thrive at CloudFactory.
Join us and make a difference in the world!

JOB SUMMARY

Competencies RequirementsMust-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.

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.

REQUIRED SKILLS

Key performance indicators, Business management, Risk management, Quality management

REQUIRED EDUCATION

Diploma, Associate's degree