Executive Director - Quality Management (Contact Centre Enablement)

Executive Director – Quality Management (Contact Centre Enablement)

Industry: Financial Services / Insurance / Contact Centre Operations

Work setting: Hybrid / Office-based leadership role (executive-level, multi-site operations)

About the Role

Executive leadership role responsible for designing and overseeing enterprise-wide Quality Management strategy across large-scale contact centre operations. The focus is on transforming traditional QA into a data-driven, outcome-based framework aligned to customer experience, compliance, and operational excellence.

You will partner closely with Risk, Compliance, Legal, and Analytics teams to ensure governance, performance, and regulatory standards are met across the organisation.

Key Responsibilities

• Define and lead enterprise Quality Management strategy across contact centre operations
• Build an outcome-based QA framework focused on customer experience and compliance
• Design and manage KPIs, SLAs, control frameworks, and governance models
• Lead continuous improvement initiatives to improve service quality and operational performance
• Oversee quality analytics to identify trends, risks, and performance gaps
• Own remediation of internal audit findings and compliance issues
• Partner with Risk, Compliance, Legal, and Audit teams on enterprise controls
• Translate data insights into executive-level reporting and strategic recommendations
• Drive enterprise-wide alignment across multiple business units and leadership layers
• Lead and develop high-performing, cross-functional teams in a matrix organisation

Key Requirements

• Bachelor’s degree (or equivalent experience)
• 10+ years’ experience in quality management, QA/QC, or operational excellence
• 4+ years’ leadership experience managing large, complex teams
• Strong background in contact centre operations or customer service environments
• Deep experience with quality frameworks, risk management, and regulatory compliance
• Experience working with financial services / insurance regulatory environments preferred
• Strong understanding of audit, control frameworks, and compliance governance
• Experience managing senior stakeholders and enterprise-level transformation
• Strong analytical ability with data-driven decision-making experience
• Executive presence and ability to influence across the organisation