Quality & Process Improvement Leader

Hyundai Capital; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Hyundai Capital Canada is seeking a Manager, Quality and Process Improvement to lead the Quality Assurance function within Operations and drive initiatives that improve quality and customer experience across Originations, Customer Care, Collections, and back-office functions.

You will develop automation use cases, including callbot, CRM screens, and customer portal, translating operational needs for IT teams while collaborating with cross-functional leaders to deliver scalable improvements.

Qualifications

• 6+ years in operational excellence, preferably auto finance or large-scale contact centers.
• Bachelor’s degree in Business, Engineering, or related field.
• Lean Six Sigma certification is an asset.

Responsibilities

• Lead the Quality Assurance function and drive process improvements for quality and customer experience across originations, customer care, collections and back-office.
• Develop use cases and user stories for automation initiatives including callbot, CRM screens, and customer portal; translate needs for IT teams.
• Collaborate with cross-functional teams to identify, prioritize, and implement improvements delivering measurable benefits.
• Lead change management for new processes and technologies, promoting transparency and engagement.

Job description

Hyundai Capital Canada is seeking a Manager, Quality and Process Improvement to lead the Quality Assurance function within Operations and drive initiatives that improve quality and customer experience across Originations, Customer Care, Collections, and back-office functions.

You will develop automation use cases, including callbot, CRM screens, and customer portal, translating operational needs for IT teams while collaborating with cross-functional leaders to deliver scalable improvements.