Director of Quality
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
Director of Quality (Strategy & Operations)
Builds
Global quality programs, audit compliance frameworks, and insights engines for client services.
Domain
Business Process Outsourcing (BPO) / Customer Experience / Contact Centers
Deliverable
client delivery
Required skills
Strategic planning, global team management, audit compliance, KPI delivery, operational best practices, business case quantification, executive reporting, governance framework design, process improvement, cross-functional partnership, mentorship, workload balancing, statistical analysis, structured problem solving, contact center operations management, technology identification.
Preferred skills
Six Sigma Black Belt, PMP certification, COPC environment experience.
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; operationalize best practices; partner with Business Development on acquisitions; partner with Data Sciences to build insights engines; partner with Operations/Training on people and process strategy; quantify business cases for system/process changes; interface with business leaders for quality reviews; assist executive management with direction and solutions; establish governance frameworks; conduct assurance audits; identify technology improvement opportunities; mentor employees across levels; balance project workloads through cross-training.
Seniority
Director, strategic leadership with hands-on operational oversight