Technical Lead/ Manager

Sr.Quality Program Lead

Senior quality program lead role. Performs all duties of prior role independently and:

  • Serves as coach and role model to entry and intermediate level QPLs
  • Review all regional Insights to Action reports and identify trends in global behavioural opportunity. Collate into high level overview of root causes and recommended opportunities per region. Present this connected insights view to Senior Stakeholders. Train and mentor team in proven root cause methodologies to drive standard approach.
  • Lead the design and or /revision of quality evaluation forms to meet changing business needs. Be an advocate for this change with your partners
  • Train IH / Partner Quality Auditors on for Internal Quality Program. Conduct tollgate assessments to validate if auditors have met the required standard of the eBay quality program.
  • Validate Company / LOB / action plans that have been successful in driving a sustainable improvement for metrics / behaviours opportunities. Promote these standard methodologies with the Quality & Coaching Team leadership to help drive consistency and standardisation of actions that drive business improvements.
  • Take the lead on improvement projects for your partner group and also for the Q&C Team. Be accountable for implementing successful actions that help drive a sustainable improvement in performance.
  • Analyse outcomes from calibration results to identify global behaviour opportunities that are misaligned. Works with cross functional teams to solve for reducing the deltas between evaluators and auditors.
  • Anticipates future business learning trends in quality approaches and methodologies and engage with business leaders to promote and inspire change and adoption to these quality processes.
  • Responsible for working with Quality Leadership in design, development and implementing new quality processes that will embedded our eBay quality standards and drive consistency in performance improvements. This can include facilitating support clinics to ensure that our partners have adopted the change in process.
  • Identifies and builds global alignments and creates common quality operating processes
  • Contribute to any changes to the quality section of the SOW and Quality section of the playbook
  • Regularly observe and assess QPL's root cause methodology capabilities; identify continuous improvement opportunities and monitor for effective application
  • Internally recognised as a quality specialist working on complex business matters. Champions significant projects and business initiatives using quality skills and competencies coupled with creativity and ingenuity.

The Senior QPL is responsible for working with Global Ops / GPM and the Partner QA department on measuring the effectiveness of global plans using Scorecard and QA reports as the measures of success.