Quality Director
Core
Lead a team to manage quality operations, ensure compliance with QMS standards, and drive continuous improvement for contact center programs.
Role type
Senior IC Quality Director (Contact Center Operations)
Builds
Contact center programs and quality assurance processes
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Quality SLA management, Stakeholder collaboration, Employee engagement, Quality plan development, Resource management, Process mapping, Six Sigma, Lean, ISO/COPC audit facilitation, Transaction monitoring, Team mentoring, Data analysis, Project management, KPI tracking, Bottleneck removal, Training delivery
Preferred skills
Experience with YB Projects, Classroom and on-the-job training design
Technologies
Six Sigma, Lean, Kaizen, Statistical tools, QMS frameworks
Responsibilities
Provide direction to the team on managing quality to meet SLAs, Work collaboratively with stakeholders to discuss performance and deliver excellent service, Ensure employee satisfaction and build a positive working atmosphere, Prepare and review Quality plans to implement procedures effectively, Manage human and equipment resources to deliver quality flawlessly, Review program metrics and create action plans to meet customer requirements, Drive continuous improvement initiatives to remove bottlenecks, Develop team member skills through training and mentoring
Seniority
Senior, hands-on IC with leadership responsibilities
