Quality Management Consultant

Our client, a professional services firm located in Chicago, IL, is looking to hire a Quality Management Consultant for a 6-month hybrid contract. The consultant will be working in Libertyville, IL. This role will lead the design and implementation of a Quality and Continuous Improvement program focused on enhancing client experience, optimizing quote-to-billing (Q2B) processes, and establishing a robust issue capture and reporting system.

The ideal candidate will bring a strong background in quality management within technology-driven environments, process improvement methodologies, and cross-functional collaboration.

Duties/Responsibilities:

Program Development & Execution:

• Design and implement a scalable Quality Management framework to support client experience initiatives.
• Establish standardized processes for quality assurance across the quote-to-billing lifecycle.
• Define key quality metrics and service-level indicators aligned with business goals.

Client Experience Improvement:

• Work closely with Customer Success, Sales, Billing, and Support teams to identify pain points in the customer journey.
• Develop feedback loops and quality gates to monitor and enhance customer satisfaction.
• Implement a client issue capture and resolution process to systematically log, track, and resolve issues.

Operational Process Optimization:

• Map current Q2B workflows and identify gaps, inefficiencies, or risks.
• Recommend and implement process improvements using Lean, Six Sigma, or similar methodologies.
• Collaborate with systems and billing teams to ensure end-to-end alignment and integration of tools.

Reporting & Insights:

• Create dashboards and reporting tools to monitor quality metrics, trends, and KPIs.
• Deliver regular performance reports with actionable insights for leadership and key stakeholders.
• Monitor issue resolution times, root causes, and recurring themes to drive continuous improvement initiatives.

Required Skills:

• 7+ years of experience in Quality Management or Operational Excellence roles, preferably in a technology, SaaS, or enterprise services environment.
• Demonstrated experience managing or improving client-facing operational processes, especially quote-to-cash or quote-to-billing.
• Proven ability to implement issue tracking and continuous improvement systems.
• Strong analytical and problem-solving skills; proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau).
• Familiarity with CRM and ERP systems (e.g., Salesforce, NetSuite, SAP).
• Excellent communication and stakeholder engagement skills.

Desired Skills

• Certification in Lean, Six Sigma (Green Belt or Black Belt), or similar is a plus.
• Experience working as a contractor or in a consulting capacity.
• Familiarity with ITIL, ISO 9001, or similar quality management systems.
• Ability to work independently in a fast-paced, ambiguous environment.
• Experience with customer journey mapping and VoC (Voice of the Customer) programs