VP, Quality
Core
Lead global quality strategy and operations to drive customer experience (CSAT, FCR) and reduce friction across 11 lines of business in a BPO environment.
Role type
VP, Quality (Strategy & Operations)
Builds
Global quality governance, process improvements, and customer experience strategies for BPO clients.
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global leadership, quality control/analysis, process improvement, Six Sigma Black Belt, P&L management, cross-functional collaboration, talent development, strategic planning, client presentation
Preferred skills
Experience in rapidly changing global teams, breaking down complex processes, creative problem solving for tool-related quality issues
Technologies
N/A
Responsibilities
Manage team to meet contractual audit compliance and capture fraud red flags; Lead strategic initiatives to exceed CSAT and FCR targets; Work with site operations and client services to drive customer experience strategy; Build and develop talent within the Process Excellence team; Drive global quality, CSAT, and FCR processes; Help executive management set direction and address business challenges; Maintain department P&L cost; Develop training processes and quality assurance systems.
Seniority
Executive (VP), hands-on leadership