Quality Leader: Customer Experience & Contact Center

Konecta Portugal; Almada; On-site; EUR 42,000 - 60,000; Full time

Job summary

Konecta Portugal seeks an experienced Quality Manager to lead the Quality function across customer operations. You will drive the Quality strategy, ensure operational excellence and transform insights into measurable improvements.

You will partner with Operations, Training, WFM and Talent Acquisition to define KPIs, monitor performance and implement calibration sessions that raise the standard across teams. A strong focus on continuous improvement is essential.

Qualifications

• Minimum 5 years of experience in quality management or a similar leadership role.
• Strong track record of driving continuous improvement and cross-functional collaboration.
• Excellent data analysis and KPI definition abilities.

Responsibilities

• Lead and strengthen the Quality function across customer operations.
• Define and drive the Quality strategy to achieve operational excellence.
• Transform insights into measurable improvements and calibration sessions across teams.
• Partner with Operations, Training, WFM and Talent Acquisition to define KPIs and monitor performance.

Job description

Konecta Portugal is seeking an experienced Quality Manager to lead and strengthen our Quality function across customer operations. You will drive the Quality strategy, ensure operational excellence and transform insights into measurable improvements. You will partner with Operations, Training, WFM and Talent Acquisition to define KPIs, monitor performance and implement calibration sessions that raise the standard across teams. A strong focus on continuous improvement is essential.

Quality Leader: Customer Experience & Contact Center Caparica, Portuguese Republic, PT