Quality Lead - Fulfil

The Quality Lead - Fulfil will own quality assurance for the  Fulfilment value chain. The role is responsible for defining quality standards, conducting process audits, identifying leakages and risk points, driving root-cause based corrective actions, enabling automation and process redesign, and institutionalizing governance dashboards that provide leadership with a clear risk, action, ownership, and impact view.

Quality governance framework

• Define and institutionalize Fulfil quality standards, process markers, audit checklists, scoring methodology, and governance cadence.
• Create a standardized process quality score covering coverage, cycle time, defects, rework, automation index, compliance, and customer impact.
• Ensure QA involvement in all major Fulfil change interventions, system changes, and process redesign discussions before rollout.

Process download to functional team / CFT,  audits and assurance

• Conduct structured Process downloads to teams in fulfil, conduct audits across critical stages from, order validation, feasibility, provisioning, installation, testing, closure, billing handoff, and post-fulfil hygiene.
• Identify process gaps, manual interventions, compliance deviations, data quality issues, handoff failures, and customer-impacting risks.
• Publish audit observations with severity, ownership, target closure date, control gaps, and preventive action requirements.

Root cause analysis and corrective action

• Lead RCA for repeat defects, delayed orders, hold reasons, rework, failed closures, billing mismatches, customer escalations, and avoidable exceptions.
• Drive CAPA closure with clear owner accountability, evidence-based validation, and recurrence-prevention controls.
• Convert audit findings into actionable improvement charters with defined benefits and measurable impact.

Process excellence and automation

• Partner with Fulfil, IT, Product, Commercial, Sales, Governance, and field teams to simplify processes and remove non-value-added steps.                    
• Identify digitization opportunities for workflow automation, system controls, stage-gate governance, exception handling, and dashboard automation.
• Promote first-time-right execution through preventive controls, validation rules, and process discipline.

Quality scorecards and leadership reviews

• Build and publish QA scorecards, red-amber-green dashboards, risk heatmaps, action trackers, and business-impact views.
• Present insights in leadership forums with concise commentary on risks, root causes, accountability, and required decisions.
• Track adoption of corrective actions and ensure benefits are validated after deployment.

Stakeholder management and capability building

• Work cross-functionally with Fulfil operations, Service Delivery, Sales, Product, IT, Finance, Commercial, field partners, and governance teams.
• Coach process owners and functional leads on quality expectations, audit readiness, defect prevention, and metric interpretation.
• Create a culture of measurable quality ownership rather than inspection-only compliance.

• Quality mindset with strong focus on preventive controls and measurable assurance.
• Ability to separate operational KPIs from true QA indicators and convert both into action-oriented governance.
• Strong RCA discipline and comfort with data-backed decision making.
• Stakeholder influencing across Sales, Fulfil, IT, Product, Commercial, Finance, Governance, and field partner teams.
• Executive communication with clear risk, action, impact, and decision framing.
• Continuous improvement orientation with ability to simplify, standardize, digitize, and sustain controls.

• Fulfil QA framework, audit calendar, process markers, sampling methodology, and scoring model.
• Monthly QA scorecard and leadership dashboard with risk heatmap, ageing, owners, and closure status.
• Audit reports with severity classification, RCA, CAPA, preventive controls, and evidence validation.
• Improvement pipeline covering process simplification, automation, data quality, cycle-time reduction, and CX improvement.
• Quarterly business-impact statement quantifying revenue, efficiency, cost, cycle-time, and customer-experience benefits.

• Fulfil Operations, Service Delivery, Sales, Product, IT / Automation, Commercial, Finance, Governance, Field Operations, and partner teams.
• Leadership forums for quality governance, process excellence review, risk review, customer-impact review, and transformation review.

• Strategic and execution-focused with strong ownership mindset.
• Comfortable operating in ambiguity while creating structure, governance, and measurable outcomes.
• Able to convert quality observations into business impact and leadership-ready narratives.
• Balanced orientation toward audits, process excellence, automation, and customer experience.