Director of Quality (For Pooling Purposes Only)
Core
Drive an effortless client Quality Program by building strategy to improve performance and customer experience, reducing non-value adds, and eliminating errors across channels.
Role type
Senior IC Director of Quality (Customer Experience/BPO)
Builds
Operational quality frameworks, audit compliance, and performance insights for technology clients in social media, e-commerce, gaming, and FinTech.
Domain
Business Process Outsourcing (BPO) / Customer Experience / Quality Assurance
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic quality program definition, global team management, cross-functional alignment, KPI delivery, operational best practices, business case quantification, governance framework establishment, audit execution, contact center technology optimization, mentorship, workload balancing
Preferred skills
Six Sigma Black Belt, PMP certification, statistical analysis software (Minitab), structured problem solving tools, visual presentation skills
Technologies
Minitab, contact center technology platforms
Responsibilities
Define and drive transactional quality programs for accounts/regions, manage centralized global teams for monthly audit compliance, collaborate on global quality strategy, ensure delivery of client and internal KPIs, lead strategic initiatives for accuracy and CSAT targets, partner with Business Development on new acquisitions, partner with Data Sciences to build performance insights engines, interface with business leaders for quality reviews, establish governance frameworks, conduct assurance audits, identify technology improvement opportunities, mentor employees across levels, balance project workloads through cross-training
Seniority
Senior, hands-on IC with strategic leadership