Job Summary: A quality professional responsible for monitoring, auditing, and optimizing processes; identifying failures; and implementing continuous improvements, working in partnership with operations and training teams. Key Highlights: 1. Monitor internal processes and ensure compliance 2. Identify process failures, inconsistencies, and frauds 3. Conduct audits and identify opportunities for continuous improvement * Monitor internal processes and ensure compliance with established standards and regulations; * Understand all items related to process quality specified in the contract; * Identify and report process failures, inconsistencies, and frauds to the operations team; * Refer monthly quality offenders to the operations team; * Track improvement of offenders following failure resolution and RH/Operations team training; * Conduct audits and identify opportunities for continuous improvement; * Prepare performance reports and results of implemented corrective actions; * Support development and implementation of quality-related training; * Analyze data and KPIs to ensure operational efficiency and achievement of quality targets; * Collaborate with training and operations teams to implement improvements; Ensure documentation and evidence of quality actions performed.