Quality, Safety & Service Experience Manager

Important Notice: This position is offered through a service provider for a contract period of one (1) year, subject to renewal based on performance and business needs.

Summary

Drives an integrated approach to quality, safety, and customer/beneficiary experience across service operations, ensuring consistent delivery, regulatory compliance, and high satisfaction levels.

Key Responsibilities

• Develop and manage quality standards and service delivery frameworks
• Ensure health, safety, and risk management compliance
• Monitor service performance and customer experience metrics
• Lead audits, inspections, and continuous improvement initiatives
• Analyze feedback and implement corrective and preventive actions (CAPA)
• Produce performance dashboards and executive reports

Experience

• 5–10 years of experience in quality, operations, or service excellence
• Experience in service-based or project-based environments
• Prior exposure to quality management, HSE, or customer experience is required

Education

• Bachelor’s degree in Business Administration, Engineering, Quality Management, or related field
• Master’s degree is a plus

Certifications (Preferred)

• ISO 9001 Lead Auditor
• Six Sigma (Green Belt or Black Belt)
• NEBOSH / IOSH or equivalent safety certification
• Certified Quality Manager (CQM) or similar