Quality Manager
Core
Head of quality function ensuring best customer experience and providing insights to improve the customer journey for clients.
Role type
Senior Quality Manager (BPO)
Builds
Customer experience delivery and operational insights for client campaigns
Domain
Business Process Outsourcing (BPO), Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
QA framework design, customer experience management, team leadership, call center operations knowledge, metric analysis, efficiency recommendations
Preferred skills
TQM qualification, Six Sigma certification, LEAN methodology experience
Technologies
QA frameworks, client metrics tools
Responsibilities
Drive account performance through QA framework delivery, deliver required QA assessments per campaign/agent, support and develop a team of Quality Assessors, analyze client metrics for efficiency, maintain knowledge of call center and project operations
Seniority
Senior, hands-on IC with leadership responsibilities