1. Quality Strategy & Governance
• Develop and execute the annual Quality Excellence roadmap aligned with business objectives.
• Establish enterprise-wide quality standards, frameworks, policies, and governance mechanisms.
• Lead Quality Management System (QMS) implementation and continuous improvement aligned with ISO 9001.
• Ensure compliance with customer requirements, industry standards, and regulatory obligations.
• Conduct Management Review Meetings (MRMs) and report quality performance to leadership.
• Build and maintain a quality culture across all business units.
Success Metrics
• QMS Compliance Score
• Audit Closure Effectiveness
• Quality Maturity Index
• Customer Quality Rating
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2. Delivery Quality Assurance
• Ensure all engineering deliverables meet customer specifications, quality standards, and project requirements.
• Drive First Time Right (FTR) initiatives across all service lines.
• Establish robust quality review frameworks and stage-gate controls.
• Define acceptance criteria, quality checkpoints, and review methodologies.
• Lead quality risk assessments for critical projects.
Success Metrics
• First Time Right %
• Defect Density
• Rework %
• Escaped Defects
• Customer Complaints
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3. Process Excellence & Continuous Improvement
• Lead Lean Six Sigma initiatives across departments.
• Facilitate DMAIC projects focused on productivity, cycle time reduction, quality enhancement, and cost optimization.
• Identify process bottlenecks and drive standardization.
• Establish Continuous Improvement (CI) pipelines and Kaizen programs.
• Quantify business benefits from improvement projects.
Success Metrics
• Number of CI Projects Completed
• Productivity Improvement %
• Process Cycle Time Reduction
• Cost Savings Generated
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4. Customer Quality & Voice of Customer
• Serve as the primary quality interface for strategic customers.
• Lead customer quality reviews and quality governance meetings.
• Analyse Voice of Customer (VOC) data and customer feedback trends.
• Develop action plans to address recurring customer concerns.
• Support Sales and Operations during client audits and quality assessments.
Success Metrics
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Client Escalations
• Customer Retention Impact
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5. Data Analytics & Quality Intelligence
• Develop quality dashboards, scorecards, and executive reports.
• Establish predictive quality analytics using quality and operational data.
• Monitor KPIs related to quality, productivity, efficiency, and customer satisfaction.
• Drive data-based decision-making across the organization.
• Ensure integrity and governance of quality-related data.
Success Metrics
• Dashboard Adoption
• Reporting Accuracy
• Predictive Quality Insights Generated
• KPI Achievement Rate
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6. Operational Excellence & Cost of Quality Management
• Measure and reduce Cost of Poor Quality (COPQ).
• Monitor quality-related productivity losses and rework costs.
• Collaborate with Operations to improve utilization and delivery efficiency.
• Drive operational excellence initiatives across engineering delivery teams.
Success Metrics
• COPQ Reduction
• Rework Cost Reduction
• SLA Compliance
• Delivery Efficiency Improvement
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7. Automation & Digital Quality Transformation
• Identify opportunities to automate quality checks and review processes.
• Collaborate with Technology teams on AI-assisted quality validation and workflow automation.
• Implement digital quality tools and quality management platforms.
• Promote innovation in quality practices.
Success Metrics
• Automated Quality Checks Implemented
• Manual Review Effort Reduction
• Process Automation Savings
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8. Training, Capability Building & Quality Culture
• Develop organization-wide quality competency frameworks.
• Conduct quality awareness, Six Sigma, and process excellence training programs.
• Mentor quality auditors, reviewers, and quality champions.
• Drive employee engagement in continuous improvement initiatives.
• Create a culture of accountability, ownership, and excellence.
Success Metrics
• Training Coverage %
• Quality Certification Achievement
• Employee Participation in CI Programs
• Internal Quality Culture Score
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9. Risk Management & Compliance
• Maintain organizational risk registers related to quality and delivery.
• Lead root cause investigations and CAPA implementation.
• Ensure readiness for internal, customer, and external audits.
• Drive preventive quality practices and risk mitigation programs.
Success Metrics
• Audit Findings Closure Rate
• Repeat Non-Conformities
• Risk Mitigation Effectiveness
• CAPA Closure Timeliness
