Manager I Quality
Core
Manage training staff and lead a team of Quality Analysts to ensure compliance with client standards and drive business KPIs through quality management systems.
Role type
Manager I Quality (Training & Quality)
Builds
Quality management systems (QMS) and training programs for call center agents
Domain
Business Services / Customer Engagement / Call Center Operations
Required skills
Team leadership, Quality System Implementation, Performance Analysis, Stakeholder Collaboration, Metric Reporting, Problem-Solving (Six Sigma, COPC, PDCA), Training Delivery, Data Analysis
Preferred skills
Six Sigma Green Belt Certification, COPC knowledge, Customer service background, Microsoft Office proficiency
Technologies
Microsoft Office Suite (Word, Excel, PPT), QMS tools
Responsibilities
Lead, manage, and mentor a team of Quality Analysts and QA Leads; Develop and implement quality management systems (QMS); Analyze quality trends and provide actionable insights; Coordinate training programs and monitor learner progress; Track and report team performance metrics; Utilize Six Sigma, COPC, or PDCA methodologies for process improvements.
Seniority
Manager I, hands-on leadership
