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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage a team of Quality Analysts and QA Leads, ensuring consistent quality performance through coaching and mentoring.
Develop, implement, and oversee quality management systems and processes to comply with client and industry standards, driving business KPIs through analysis and improvement.
Collaborate with stakeholders to identify root causes of quality issues, utilizing methodologies like Six Sigma and COPC, and lead process-level improvement projects.
Minimum Requirements
Bachelor's degree in a related field.
Over seven years of relevant experience with 2-4 years in progressive management roles.
Prior customer service or call center experience preferred.
Mandatory knowledge and experience with COPC; Six Sigma Green Belt certification desirable.
Ideal Candidate Profile
Experienced in managing and mentoring quality assurance teams in a call center or customer service environment.
Strong analytical skills with ability to interpret quality data and implement process improvements using structured methodologies.
Proficient in stakeholder collaboration and presenting complex quality metrics to internal and external associates.