Continuous Improvement & Quality Program Manager - Marketplace Experience
Core
Harmonize and elevate operational quality across regional BPO operations by transforming QA frameworks into data-driven engines that predict defects and drive continuous improvement.
Role type
Senior Quality Program Manager (BPO Operations)
Builds
Scalable quality processes, audit strategies, and closed-loop feedback mechanisms for customer support hubs.
Domain
Business Process Outsourcing (BPO) / Customer Support Operations
Required skills
Root-cause analysis, Lean Six Sigma (Yellow/Green Belt), SQL data extraction, Vendor governance, Cross-functional collaboration, Closed-loop quality framework design, Calibration management
Preferred skills
PMP certification, Portuguese language proficiency
Technologies
SQL
Responsibilities
Lead multi-hub quality strategy and audit execution; Execute continuous improvement initiatives via root-cause analysis; Establish closed-loop quality frameworks linking audit insights to recruitment and training; Drive regional calibration sessions for scoring consistency; Partner cross-functionally with service delivery and training leads; Perform independent data extraction and analysis using SQL.
Seniority
Mid-Senior, hands-on IC
