Lead, Performance Excellence

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Lead, Performance Excellence in United States.

This role sits within a high-impact Quality Assurance and Center of Excellence function focused on driving performance improvement, operational quality, and data-driven decision-making across customer experience operations. You will analyze performance data, identify key drivers of quality outcomes, and translate insights into actionable recommendations that improve processes and compliance. The position plays a critical role in ensuring consistency across audit practices, leading calibration sessions, and maintaining high standards of quality alignment across teams. You will collaborate closely with stakeholders, executives, and operational leaders to communicate findings and influence performance strategies. This is a highly analytical and detail-oriented role where your insights directly shape efficiency, customer experience, and organizational excellence. It is well suited for a proactive leader who thrives in fast-paced, data-rich environments and enjoys turning analysis into measurable impact.

Accountabilities

In this role, you will lead performance analysis and quality management initiatives, ensuring operational excellence through data insights, reporting, and continuous improvement strategies.

* Lead performance analysis efforts to identify key drivers impacting quality, efficiency, and overall operational outcomes.

* Manage calibration sessions and ensure alignment of quality analysts with defined performance and audit standards.

* Develop, maintain, and deliver accurate reports, dashboards, and visualizations aligned with business objectives.

* Analyze audit data to identify trends, root causes, and opportunities for process improvement.

* Collaborate with stakeholders and executives to communicate findings and recommend actionable solutions.

* Monitor compliance with quality standards and ensure consistent application of audit methodologies.

* Identify process inefficiencies and recommend improvements to policies, procedures, and operational workflows.

* Maintain documentation of performance results and corrective actions to support continuous improvement efforts.

Requirements

The ideal candidate brings strong analytical capability, quality management experience, and the ability to communicate insights effectively across all organizational levels.

* Minimum 3 years of experience in a Quality Lead, Performance Analytics, or similar role.

* Strong understanding of quality management frameworks and performance improvement methodologies.

* Advanced analytical and problem-solving skills with the ability to interpret complex datasets.

* Proficiency in MS Excel, Word, and PowerPoint for reporting and presentations.

* Experience preparing and delivering executive-level reports and performance briefings.

* Strong written and verbal communication skills in English.

* Ability to structure data, identify trends, and translate insights into clear recommendations.

* Strong time management and organizational skills in a fast-paced environment.

* Collaborative, adaptable, and proactive mindset with a focus on continuous improvement.

Benefits

* Competitive salary aligned with experience and responsibilities

* Full-time remote work flexibility

* Opportunity to lead performance excellence initiatives at scale

* Exposure to executive stakeholders and strategic decision-making processes

* Career development in quality assurance, analytics, and operational leadership

* Collaborative and innovation-driven work environment

* Access to tools and methodologies for advanced performance analytics

* Inclusive culture focused on continuous improvement and employee empowerment

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.