Quality and Process Excellence Manager (Guadalajara)

Job Title: Quality and Process Excellence Manager

Location: Guadalajara, Jalisco, Mexico

Industry: Telecom

Education: Graduate degree in any discipline

Experience: 10+ years

Employment Type: Full-time

Principal Responsibilities

• Lead consulting assignments and deliver business value to customers through quality initiatives.
• Support process excellence initiatives and drive improvement projects in a complex and fast‑paced environment.
• Drive benchmarking and best‑practice deployment across accounts.
• Identify process gaps and improvement opportunities to infuse efficiency and effectiveness into business processes.
• Understand potential customer dissatisfaction drivers and proactively mitigate CSAT risks.
• Work closely with customers and operations leadership to identify improvement opportunities and drive them to closure.
• Drive projects to improve and maintain process profitability, and provide governance for quality/process excellence initiatives for large engagements.
• Promote a culture of process improvement using Six Sigma, Lean, and Kaizen.
• Implement standardization practices and ensure strict compliance with internal and client‑defined processes.
• Ensure all process metrics are met.

Critical Skills and Qualifications

• Demonstrated history in the outsourcing/offshoring industry with a focus on quality and process excellence.
• Experience managing quality/process excellence initiatives for large engagements.
• Led or driven Six Sigma and Lean projects.
• Hands‑on experience in large transformational programs involving process re‑engineering, analytics, and automation.
• Experience working in cross‑functional teams and driving change.
• Excellent oral and written communication skills; ability to manage internal stakeholders and customers.
• Proficiency with MS Office – Excel and PowerPoint.
• Exposure to high‑impact transformation projects involving technology and process re‑engineering.
• Certification as BB from a recognized institute.
• Must have 8–10 years of experience in quality.

Applications from people with disabilities are explicitly welcome.