Quality Leader: Customer Experience & Contact Center

Konecta Lisboa; Lisboa; In loco; EUR 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• Experience in Quality Management, preferably in BPO/Call Center or Customer Experience.
• Strong knowledge of Quality frameworks, performance management and RCA.
• Experience leading and developing Quality teams.
• Analytical mindset with ability to translate data into actions.

Mansioni

• Lead and develop the Quality team.
• Define and monitor Quality KPIs, SLAs and standards.
• Analyse trends, root causes and gaps.
• Build and implement Quality improvement plans.
• Drive calibration sessions and cross-team consistency.

Conoscenze

Quality Management

Data analysis

Stakeholder management

Team leadership

Root cause analysis

Descrizione del lavoro

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.