Director, Quality Assurance & Continuous Improvement

• Establish and maintain a robust QMS for all product lines, aligning with organizational goals and client requirements.
• Integrate data analysis and reporting into QMS processes, leveraging quantitative insights to measure adherence to quality standards and highlight improvement areas.
• Manage ISO certifications, including planning, conducting, and following up on internal audits, as well as preparing for and overseeing external ISO audits (e.g., ISO 9001, ISO 41001).
• Oversee non-conformance management (root cause analysis, corrective actions, and preventive measures), sharing lessons learned to enhance quality practices.

• Partner with product line leads to co-develop key performance metrics and service-level scorecards, ensuring they align with client requirements.
• Embed data-driven insights to monitor SLA performance, identify trends, and recommend corrective measures as needed.
• Provide regular performance reports (including SLA compliance and quality metrics) to senior leadership and clients, maintaining transparency on progress and areas for improvement.

• Administer Intelex, the QMS technology platform, acting as the go-to contact for user support, system governance, and ongoing enhancements.
• Manage setup of new contracts within Intellex, configuring SLA metrics, reporting dashboards, and automated workflows.
• Coordinate with IT and vendor partners to implement system updates and functionality enhancements, ensuring optimal performance and data integrity.

• Champion a formal continuous improvement (CI) program, leveraging methodologies (e.g., Lean, Six Sigma) to enhance processes and service quality.
• Work with cross-functional teams to pinpoint root causes of performance issues, develop solutions, and track improvements using defined KPIs.
• Foster a culture of innovation, celebrating effective CI projects and encouraging knowledge-sharing of proven practices across the organization.

• Act as the primary liaison for quality matters, collaborating with product line leads, operations, account managers, and client representatives to ensure alignment on service delivery goals.
• Proactively communicate audit findings, non-conformance resolutions, and CI outcomes, promoting transparency and collective accountability.
• Facilitate stakeholder meetings to review quality metrics, address concerns, and refine strategies for ongoing enhancement.

• Build, lead, and mentor a high-performing quality team, setting clear expectations and providing professional development opportunities.
• Promote quality awareness and embed QMS best practices throughout the organization, ensuring employees understand and adopt their roles in delivering superior services.
• Cultivate a culture of accountability, learning, and improvement, encouraging open communication, feedback, and recognition of achievements.

• Bachelor's degree in engineering, Facilities Management, Business, or related field (Master's/MBA is a plus).
• Professional certifications in Quality Management (e.g., ISO 9001 Lead Auditor, Six Sigma, Lean) are strongly preferred.

• 10+ years of progressive experience in quality assurance, quality management, or continuous improvement, ideally within facilities management or a related service-oriented sector.
• Demonstrated success in establishing and operating a QMS, managing ISO certifications (including audit processes), and achieving SLA commitments.
• Experience with QMS technology platforms (e.g., Intellex), including governance, user adoption, and platform optimization.

• Familiarity with IFM services, operational workflows, and contract-driven SLAs.

• Proficiency with ISO standards (ISO 9001, ISO 41001) and broader quality management best practices.
• Solid data analytics and reporting acumen, enabling evidence-based decision-making and goal setting.

• Outstanding interpersonal and communication skills with the ability to influence senior stakeholders and executive leadership.
• Experience building and leading diverse, high-performing teams.
• Strong presentation, negotiation, and conflict-resolution abilities.

• Strategic Thinking: Sets a clear quality vision, leveraging data insights to shape QMS objectives and align them with business priorities.
• Collaboration & Influence: Skilled in uniting cross-functional teams, securing consensus for QMS initiatives, and driving a culture of quality.
• Client-Centric Focus: Committed to surpassing client expectations, translating SLA obligations into actionable, measurable outcomes.
• Audit & Compliance Management: Oversees internal/external audits and maintains ISO certifications, ensuring continuous compliance and swift corrective action.
• Technology Proficiency: Expertise in administering and enhancing QMS platforms (e.g., Intellex), ensuring strong functionality and user acceptance.
• Leadership & Team Building: Cultivates a performance-driven environment, fostering professional growth, accountability, and collaborative problem-solving.

• QMS Adoption & ISO Compliance: Organization-wide usage of QMS protocols, satisfactory audit outcomes, and timely closure of non-conformities.

• SLA Achievement & Client Satisfaction: Consistent attainment or surpassing of SLA commitments, verified by positive client feedback and satisfaction metrics.
• Intellex Platform Utilization: High user adoption, minimal technical issues, efficient contract onboarding, and ongoing platform improvements.
• Continuous Improvement ROI: Tangible gains in service quality, operational efficiency, and cost savings from CI projects.
• Data-Driven Decision-Making: Measurable impact of quality insights in guiding leadership decisions and operational enhancements.
• Team Engagement & Capability: Evidence of skill development, low turnover, and strong collaboration within the quality function and across departments.

BGIS