Head Of Quality - Ams
Current• Lead a global team of 6 Quality Program Managers (3 regional, 3 global), 3 Team Leaders, 3 external vendor onboarding businesses, a Global QaaS Vendor Partner, and 4 Quality Specialists, ensuring seamless collaboration across multiple time zones to meet product operations goals.• Manage global Quality support operations by implementing process improvement methodologies that enhance product performance, vendor relationships, and customer experience.• Synthesize data from multiple channels to capture the voice of the customer (VOC) and provide actionable insights to internal sales team, product and internal engineering teams, influencing the roadmap and addressing product gaps (CRM, Solution, and Advertiser end)• Collaborate with L&D teams to leverage customer feedback(Survey data or insights) and improve process and product knowledge for the Sales team and SMB advertisers, enhancing their ability to increase the revenue for business.• Established the business process improvement framework by utilizing business vision & functional goals with a technological understanding and exceptional relationship management, fostering revenue growth, cost savings, and improved productivity• Designed & developed new Quality as a Service (QAAS) model to support existing accounts with a new service line. • Provide actionable insights to improve ads platform, products, features, process, and vendor performance• Perform statistical analysis to identify trends, variation, co-relation, outliers, quantiles, etc• Established the center of excellence culture for business improvement and implemented the automation process to improve customer experience revenue and reduce the operational cost• Established solid and collaborative relationships with key stakeholders across the company and cross-functional team, including Vendor partners• Managing the headcount planning strategy and coordinate with partners for outsource strategy
