Continual Service Improvement Lead, Operational Excellence

ITCON Services; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

ITCON Services seeks a results-driven CSI Lead to drive quality assurance and continuous improvement across our service delivery operations. You will lead QA programs, perform root-cause analyses, develop CAPA plans, and monitor SLAs and KPIs to elevate customer satisfaction and contractual performance.

The role collaborates with Operations, Technology, Training, and WFM to implement process optimizations, establish robust quality frameworks, and deliver executive-level performance insights for

Qualifications

• Bachelor's degree in a related field is required.

Responsibilities

• Lead QA and CSI program across service delivery operations.
• Conduct quality and performance analyses to identify risks and opportunities.
• Document, investigate, and track service delivery issues and CAPA plans.
• Monitor quality metrics, SLAs, KPIs, and customer experience trends.
• Coordinate improvements across Operations, Technology, Training, and WFM.
• Develop quality monitoring frameworks, audits, and scorecards.
• Analyze performance data to drive continuous improvement recommendations.
• Provide executive-level reporting on quality and performance outcomes.
• Oversee production and distribution of contract deliverables and program docs.
• Support ITIL service management, process maturity, and operational excellence.

Skills

QA leadership

Root cause analysis

Data analysis

Process improvement

SLA/KPI analysis

Quality monitoring

Stakeholder management

Executive reporting

ITIL knowledge

Change management

Education

Bachelor's degree in Quality Management, Business Administration, Operations Management, Analytics, Information Technology

Tools

Quality Management Software

Job description

ITCON Services seeks a results-driven CSI Lead to drive quality assurance and continuous improvement across our service delivery operations. You will lead QA programs, perform root-cause analyses, develop CAPA plans, and monitor SLAs and KPIs to elevate customer satisfaction and contractual performance.

The role collaborates with Operations, Technology, Training, and WFM to implement process optimizations, establish robust quality frameworks, and deliver executive-level performance insights for