| Detail | For this role |
|---|---|
| Department | Operations |
| Level | Mid level |
| Reports to | Process Improvement Manager |
| Direct reports | None |
| Experience | 2 to 4 years in operations, including a year or more in quality audit or checker roles |
Quality and Process Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Quality and Process Executive
Department: Operations
Reports to: Process Improvement Manager
Location: [City], [office, branch or site]
About the role
A Quality and Process Executive checks that operations work is done correctly and according to the SOP. The role audits a sample of transactions, orders or jobs every day, scores them against a checklist, gives feedback to the people concerned, analyses repeated errors and updates SOPs with the process team. A good quality executive scores fairly and consistently, and turns error patterns into fixes instead of just reports.
Key responsibilities
- Audit a daily sample of completed transactions, orders or jobs against the quality checklist and SOP.
- Score each audited item, classify errors as critical or non-critical and record them in the quality log.
- Share audit results and feedback with team members and supervisors on the same or the next day.
- Analyse error trends by person, team, error type and shift, and present the top causes every week.
- Run calibration sessions with supervisors so that everyone scores the same case the same way.
- Revise SOPs, checklists and job aids when errors reveal a gap or an unclear step.
- Follow corrective actions for repeated errors and check whether error rates actually fall.
- Support internal and client audits of the process with records and samples.
- Train new joiners on quality standards and common errors before they start live work.
Requirements
- Graduate in any discipline
- Training in quality tools or a Six Sigma Yellow Belt is an advantage
- Good written English for SOPs and reports
- 2 to 4 years in operations, including a year or more in quality audit or checker roles
KRAs and KPIs for a Quality and Process Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Audit coverage | Daily audit sample completed as per the sampling plan on every working day |
| Feedback turnaround | Feedback on audited errors shared within one working day |
| Error reduction | Process error rate lower each quarter for the processes covered |
| Scoring calibration | Scoring variance between auditors and supervisors within 5 percent after calibration |
| SOP currency | SOPs revised within 7 days of an approved process change |
Skills and tools
Tools used day to day: Quality audit sheet or tool, MS Excel, Process system screens, SOP library, Screen or call recordings where used.
Reporting line and career path
Next roles: Process Excellence Analyst, Operations Supervisor, Process Trainer
Interview questions for a Quality and Process Executive
- How would you decide the sample size for daily audits of a process with 2,000 cases a day?
- What is the difference between a critical and a non-critical error? Give examples.
- A team member disputes your audit score. How do you handle it?
- How do you run a calibration session with three supervisors?
- Tell me about an SOP change you made because of an error pattern.
- Error rates have not fallen after training. What would you look at next?
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What does a quality and process executive do?
A quality and process executive audits a sample of completed work every day, scores it against a checklist, gives feedback to the people who made errors, analyses error trends, runs calibration sessions and keeps SOPs current. The aim is fewer errors reaching customers and a clearer process for the team.
How is a quality executive different from a process excellence analyst?
A quality executive checks finished work against the standard every day and feeds back on errors. A process excellence analyst runs improvement projects that redesign the process itself, using statistical tools. Quality executives often move into process excellence roles once they have worked on a few improvement projects.
What skills does a quality and process executive need?
They need a sharp eye for errors, a solid grasp of the process and its SOPs, basic sampling and root cause skills, and Excel for trend analysis. Just as important is giving feedback that people accept, and scoring the same way every time so audits are trusted.