Our client is a leading provider of Business Process Outsourcing (BPO) solutions, dedicated to delivering exceptional services to their clients across various industries. They prioritize quality, innovation, and client satisfaction in all aspects of their operations.
Job Purpose: As the Quality and Insight Director, you will play a pivotal role in ensuring the highest standards of service delivery and client satisfaction within the organization. You will lead the development and implementation of quality assurance strategies, drive insights through data analysis, and collaborate with cross-functional teams to optimize operational efficiency and enhance the overall client experience.
Responsibilities: Develop and execute comprehensive quality assurance strategies to uphold service excellence and compliance with client requirements and industry standards. Lead a team of quality assurance professionals, providing guidance, coaching, and performance management to ensure alignment with organizational goals and objectives. Responsible for the management of Senior Quality Managers. Establish and monitor key performance indicators (KPIs) to track and evaluate the effectiveness of service delivery, identifying areas for improvement and implementing corrective actions as needed. Utilize data analytics and reporting tools to derive actionable insights into operational performance, client feedback, and market trends, driving continuous improvement initiatives. Collaborate closely with internal stakeholders, including operations, training, and technology teams, to identify opportunities for process optimization, automation, and innovation. Serve as a subject matter expert on quality management principles, methodologies, and best practices, fostering a culture of quality and continuous improvement throughout the organization. Act as a liaison between the company and clients, proactively addressing quality-related concerns, providing regular performance updates, and participating in client meetings and reviews. Requirements: Bachelors degree in business administration, Quality Management, or a related field; Master's degree preferred. Proven experience in a leadership role within the BPO industry, with a focus on quality assurance, process improvement, or operations management. Strong understanding of quality management principles, methodologies, and frameworks (e.g., Six Sigma, Lean, ISO standards). Proficiency in data analysis and reporting tools, with the ability to translate complex data into actionable insights and recommendations. Excellent communication, interpersonal, and negotiation skills, with the ability to influence and collaborate effectively across all levels of the organization. Strategic mindset with the ability to identify and prioritize opportunities for process optimization, innovation, and service differentiation. Demonstrated leadership capabilities, including team management, coaching, and performance development. Certification in quality management (e.g., Six Sigma Black Belt, Certified Quality Manager) is a plus. Salary: Market related
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