IJP: Global Quality Management Coordinator
Core
Monitor and manage quality performance across outbound BPO providers, analyze metrics, and drive continuous improvement initiatives to enhance customer satisfaction and operational effectiveness.
Role type
Global Quality Management Coordinator (BPO Operations)
Builds
Quality performance dashboards, action plans, and process improvements for outbound BPO operations
Domain
Business Process Outsourcing (BPO) / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Quality assurance, data analysis, root cause analysis, stakeholder management, process improvement, reporting, project management
Preferred skills
Experience with outsourced/BPO operations, AI-enabled quality tools, Tableau/Looker/DataGamz
Technologies
Google Workspace (Sheets, Docs, Slides), Tableau, Looker, DataGamz
Responsibilities
Manage AI-powered quality monitoring platform, conduct quality review meetings with provider leadership, analyze quality metrics and develop action plans, investigate quality escalations, prepare performance reports and dashboards, ensure quality standards alignment across providers
Seniority
Mid-level, hands-on coordinator