Quality Assurance Manager - Contact Center

Tafaseel BPO; Manama; On-site; BHD 15,000 - 20,000; Full time

Job summary

A business process outsourcing company in Bahrain seeks an experienced Quality Manager to lead quality assurance initiatives. You will be responsible for developing and managing processes that ensure high service quality and operational efficiency. Ideal candidates have a bachelor's degree and at least 3 years of experience in quality management within the BPO sector. Fluency in both Arabic and English is required.

Qualifications

• Bachelor’s degree in a related field; master’s is a plus.
• Minimum of 3 years experience in quality management, preferably in BPO.
• Familiarity with quality management frameworks and tools.

Responsibilities

• Design and implement a quality assurance strategy.
• Oversee monitoring of service delivery to ensure compliance with standards.
• Lead and mentor the quality assurance team.

Skills

Analytical skills

Communication skills

Leadership

Problem-solving skills

Fluency in Arabic and English

Education

Bachelor’s degree in business administration or related field

Master’s degree (preferred)

Tools

Quality management frameworks (e.g., Six Sigma, ISO, CMMI)

Job description

Job Summary:

We are looking for an experienced and results-driven Quality Manager to lead our quality assurance initiatives at Tafaseel BPO. The Quality Manager will be responsible for developing, implementing, and managing quality assurance processes to ensure that our BPO operations consistently meet and exceed client expectations and industry standards. This role is essential for maintaining a high level of service quality and operational efficiency.

Key Responsibilities:

• Quality Strategy Development: Design and implement a comprehensive quality assurance strategy aligned with organizational goals and client requirements.
• Monitoring and Evaluation: Oversee the monitoring of service delivery processes, conducting regular evaluations and audits to ensure compliance with established quality standards.
• Data Analysis: Analyze quality performance metrics and trends, preparing detailed reports to inform decision-making and continuous improvement initiatives.
• Team Leadership: Lead and mentor the quality assurance team, fostering a culture of quality and accountability throughout the organization.
• Feedback and Improvement: Provide constructive feedback and coaching to employees based on quality assessments, and collaborate with training teams to address skill gaps.
• Process Enhancement: Identify opportunities for process improvements and implement best practices to enhance service quality and operational efficiency.
• Client Liaison: Serve as the primary point of contact for quality-related client inquiries, addressing concerns and ensuring alignment with client expectations.
• Compliance Assurance: Ensure adherence to regulatory and industry standards, conducting regular compliance audits and implementing corrective actions as necessary.
• Stakeholder Collaboration: Work closely with cross-functional teams, including Operations, Training, and Client Services, to drive quality initiatives and improvements.

Qualifications:

• Bachelor’s degree in business administration, Quality Management, or a related field; master’s degree is a plus.
• Proven experience in quality management, preferably within the BPO industry, with a minimum of 3 years in a leadership role.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Excellent communication and interpersonal skills, capable of engaging effectively with all levels of staff and clients.
• Familiarity with quality management frameworks (e.g., Six Sigma, ISO, CMMI) and quality assurance tools.
• Fluency in Both Arabic and English.