Metrics and Quality Lead

Metrics and Quality Lead

Job Description

Lead for Quality Management pillar to drive and ensure highest standards of quality metrics are updated and reflective of clients' needs, analyze, suggest, improvise and update the KPI definitions, whilst providing insight and analysis to stakeholders for business decision-making.  

Perform and leverage advanced data analysis to identify improvement opportunities, define and govern operational KPIs, and support the implementation of cutting-edge frameworks and tools that deliver sustainable operations and process excellence.  

You will collaborate with stakeholders across functions, facilitate alignment of solutions, and scale proven best practices globally to enhance efficiency, quality, and client satisfaction.  

This role requires a confident, proactive professional, including expertise in change and project management, process mapping, and leading transformational initiatives. With strong analytical skills, a “can-do” attitude, and the ability to build trusted relationships, you will foster a culture of continuous improvement and deliver measurable business impact.  

  

Key Responsibilities 

KPI Definition & Governance: Define, Own and Maintain performance KPIs related to Operations from a business perspective, ensuring standardization & alignment across regions & in line with Client Experience requirement. Monitoring, Reporting & Analysis of the Quality metric. 

Quality Improvement: Lead quality improvement discussion with active contribution  in Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs when required. 

Be an Expert: Provides leadership and expert advice, guidance, training, and problem-solving assistance to team members in ensuring that data and metrics are at the highest level of quality. 

Data Analysis & Insights: Gather and analyze operational data and business facts to identify improvement opportunities through data-driven diagnostics; translate insights into actionable roadmaps with quantified benefits and success criteria. Additionally contribute to exploring and provide meaningful insights whilst discovering patterns, meaningful relationships, anomalies and trends  

Policy, Framework & Methodology: Own & Contribute to improve Quality policy, frameworks, methodologies, and tools that drive process excellence including its implementation 

Stakeholder Engagement: Build strong relationships with internal stakeholders and influence decision-making. 

Scaling Best Practices: Leverage and scale Quality related, proven solutions from pilot markets to global operations, including process, cultural, and technological changes. Work closely with Enablement, Client Ops and Data Ops Quality teams to ensure quality and delivery standards are implemented 

Continuous Improvement: Gap analysis to identify and initiate Quality improvement initiatives and promote a culture of continuous improvement across the end-to-end process. Contribute to the creation and implementation of Quality vision, strategy, policies, processes and procedures to aid and improve operational performance. 

Qualifications

Confident and proactive, able to manage a varied and unpredictable workload with minimal supervision. 

Experience: 8+ years overall, including 3+ years in process improvement (advantage) or transformational projects in a multi-country environment. 

Expertise in Change Management, Project Management, and Risk Management, with an agile mindset and focus on performance excellence. 

Strong experience in process mapping and facilitating workshops (in-person and virtual), with the ability to design facilitation approaches based on project context. 

Proven track record in leading process improvement and business transformation projects using methodologies such as Lean, Six Sigma, and Change Management. 

Fluent in English (verbal and written). 

Ability to understand end-to-end operational processes and translate business expectations into tactical improvement plans. 

Knowledge of Financial Performance, Customer Satisfaction, Internal Processes, and Learning & Growth KPIs. 

Advantage: Lean Six Sigma Black Belt or Master Black Belt certification. 

Advantage: Deep knowledge of NielsenIQ RMS products from Data Science or Commercial perspectives. 

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion

Experience Level

Senior Level