Develop quality assurance and control policies and procedures by utilizing global best practices. Develop the quality checklist for every function based on the operational activities and deliverables Set performance targets for elements of the services offered such as speed of response to inquiries. Track business units performance, perform quality checks and produce performance reports. Design and supervise mechanisms for monitoring user feedback and act on the comments received. Perform quality audits at regular intervals to identify both the areas of improvement and their root causes. Development of recommendations and action items to eliminate/mitigate the root causes of the identified discrepancies and monitor the implementation of proposed action items. Periodically develop quality reports to present to upper management. Rapidly escalate any critical items identified during quality assurance activities. Maintain the process inventory and the process development and enhancements.