Continual Service Improvement (CSI)

The Continual Service Improvement (CSI) Lead is responsible for leading quality assurance, performance management, and continuous improvement initiatives across service delivery operations. This role drives operational excellence through quality monitoring, root cause analysis, corrective and preventive action planning, performance trend analysis, and process optimization. The CSI Lead partners closely with Operations, Technology, Training, and Workforce Management teams to improve service quality, customer satisfaction, and contractual performance outcomes.

In accordance with the 2020 program requirements, the CSI Lead is also responsible for the production, quality review, and distribution of contractual deliverables and performance reporting.

Key Responsibilities

• Lead the organization's Quality Assurance (QA) and Continual Service Improvement (CSI) program.
• Conduct quality and performance analyses to identify operational risks, trends, and improvement opportunities.
• Identify, document, investigate, and track service delivery errors and quality issues.
• Perform root cause analysis and develop corrective and preventive action (CAPA) plans.
• Monitor quality metrics, service levels, performance indicators, and customer experience trends.
• Manage calibration sessions to ensure consistent evaluation standards across quality teams.
• Develop and implement process improvement initiatives to enhance operational efficiency and service quality.
• Coordinate improvement efforts across Operations, Technology, Training, and Workforce Management (WFM) functions.
• Establish and maintain quality monitoring frameworks, audit procedures, and performance scorecards.
• Analyze SLA, KPI, and operational performance data to drive continuous improvement recommendations.
• Lead reporting activities and provide executive-level analysis on quality and performance outcomes.
• Oversee the production, quality review, and distribution of contract deliverables and required program documentation.
• Support organizational initiatives related to ITIL service management, process maturity, and operational excellence.

Required Qualifications

Education

• Bachelor's degree in Quality Management, Business Administration, Operations Management, Analytics, Information Technology, or a related field.

Experience

• Minimum of 10 years of experience in quality assurance, service management, or operational excellence.
• Minimum of 5 to 7 years of experience leading QA and continuous improvement functions in large-scale contact center or service delivery environments.
• Demonstrated experience performing:
  • Quality assurance management
  • Root cause analysis
  • Corrective and preventive action planning
  • Process improvement initiatives
  • SLA and KPI performance analysis
  • Quality monitoring and auditing
  • Performance trend analysis

Preferred Experience

• Experience in high-volume customer support, help desk, or contact center environments.
• Experience implementing automated quality assurance and analytics solutions.
• Experience driving enterprise-wide performance improvement programs.
• Experience supporting government or regulated service delivery environments.

Preferred Certifications

• Lean Six Sigma Black Belt or Green Belt
• ITIL 4 Foundation or higher
• ASQ Certified Quality Engineer (CQE)
• ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE)
• Equivalent quality management certification

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving capabilities.
• Expertise in root cause analysis methodologies and continuous improvement frameworks.
• Advanced knowledge of quality management systems and performance measurement techniques.
• Ability to interpret complex operational data and translate findings into actionable improvements.
• Strong leadership and stakeholder management skills.
• Excellent written and verbal communication skills.
• Proficiency with reporting, analytics, and quality monitoring tools.
• Ability to influence cross-functional teams and drive organizational change.

Desired Competencies

• Continuous Improvement Leadership
• Quality Management
• Process Optimization
• Operational Excellence
• Performance Analytics
• Service Management
• Change Management
• Risk Identification and Mitigation
• Data-Driven Decision Making
• Customer Experience Improvement