Quality Management Resource

Role: Quality Management Resource   

Location: Chicago, IL / Libertyville, IL (Remote is also fine)

Duration: 3-6 months C2H

Rate: Market 

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.

Education & Required Experience:

•            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.