Quality Assurance Manager

As our new Assistant Manager - Quality, you will lead the creation, implementation, and maintenance of a Total Quality Management system and culture.

You will manage our company's quality systems aiming for achieving no deviations and continuously improving service quality. Coordinating a systematic QA framework and directing our QA initiatives designed to ensure a high-quality and consistent customer experience are key.

Main Goals

1. Lead and develop the Quality management culture and practice.
2. Team management - managing a Team of Quality Evaluators and Team Leaders for aligned processes.
3. Act as the representative of the company in all matters related to Quality Management.
4. Analyze different data points on a daily/weekly basis to identify trends and improvement opportunities – both at teams and individual contributors levels.
5. Proactively identify opportunities to improve QA work and coordinate with different functions – operations, training, workforce management.
6. Lead all elements of Quality Control, validation, calibrations, customer Quality interface, and client Quality assurance by developing key client partnerships.
7. Analyze and report trends in Agents/Process performance.
8. Participate in quality systems improvement activities using six sigma methodologies.
9. Bring insights and innovation ideas from QA perspective and help our operations team standardize work processes and procedures - push initiatives to improve transaction Quality through new quality tools and motivational levers.
10. Detailed and relevant daily/weekly/monthly reporting that can provide sound data for efficient improvement decisions.
11. Identify bottom quartile factors and team players and steps to improve them.
12. Design, implement, and monitor Quality corrective action plans when required.
13. Liaise with key stakeholders – internal & clients – for alignment and improved Quality results.

Your Profile

1. 1-2 years' experience in a similar role with direct people management exposure (in BPO industry), and min. 3 years' experience in Quality environments.
2. Previous contact center/BPO experience is essential for this role.
3. Travel/Airlines domain experience is a strong advantage but not mandatory.
4. Well versed with travel domain knowledge & MS Office (Excel, Word and PPT mandatory).
5. Sound feedback and coaching skills.
6. Strong supervisory skills with an eye for detail.
7. Result Oriented.
8. Excellent written and verbal communication skills, fluent in English (mandatory), knowledge of German or French is a strong advantage.
9. Organized and Methodical, Target and deadline driven.
10. Knowledge of QC tools.

We Offer:

1. Competitive salary package and benefits.
2. Career growth opportunities within an international developing team, part of a global BPO player.
3. Friendly work atmosphere – work from home/office.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service, Quality Assurance, and Management

Industries: IT Services and IT Consulting and Outsourcing and Offshoring Consulting