Quality Assurance Manager

𝗛𝗶𝗿𝗶𝗻𝗴: 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 – 𝗕𝗣𝗢 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀

𝗖𝗹𝗶𝗲𝗻𝘁- 𝗖𝗼𝗳𝗼𝗿𝗴𝗲

𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: 𝗔𝗹𝗮𝗯𝗮𝗻𝗴 𝗠𝘂𝗻𝘁𝗶𝗻𝗹𝘂𝗽𝗮, 𝗣𝗵𝗶𝗹𝗶𝗽𝗽𝗶𝗻𝗲𝘀

𝗘𝗺𝗽𝗹𝗼𝘆𝗺𝗲𝗻𝘁 𝗧𝘆𝗽𝗲: 𝗙𝘂𝗹𝗹-𝗧𝗶𝗺𝗲

We are looking for an experienced Quality Manager to join our Center of Excellence team. The ideal candidate should have strong expertise in quality management, process improvement, team leadership, and performance optimization within a BPO environment.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:

• Lead and manage the Quality team in identifying performance gaps across new hires and tenured agents

• Develop and implement strategies for performance management and employee development

• Drive operational excellence through process optimization and continuous improvement initiatives

• Supervise and mentor a team of Quality Analysts

• Ensure compliance with client and organizational policies and procedures

• Analyze performance metrics and provide actionable insights to stakeholders

• Facilitate brainst...