WE’RE HIRING | QUALITY MANAGER

Konecta Lisboa; Lisboa; On-site; EUR 55,000 - 75,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality Management

Data analysis

Stakeholder management

Team leadership

Root cause analysis

Job description

Quality Manager | Customer Experience & Contact Center Operations

Quality is more than checking a scorecard.

It’s about understanding why things go wrong, turning data into action and creating a culture where teams continuously improve.

At Konecta Portugal, we are looking for an experienced Quality Manager to lead and strengthen our Quality function across our operations.

You will be responsible for driving the Quality strategy, ensuring operational excellence and transforming insights into measurable improvements across our customer operations.

What you’ll be doing

• Lead and develop the Quality team
• Define and monitor Quality KPIs, SLAs and performance standards
• Analyse trends, root causes and operational gaps
• Build and implement Quality improvement plans
• Drive calibration sessions and ensure consistency across teams
• Partner closely with Operations, Training, WFM and Talent Acquisition
• Prepare and present Quality performance and insights to internal and client stakeholders
• Support new projects, launches and transitions from a Quality perspective
• Identify opportunities to improve processes and the overall customer experience
• Promote a strong culture of continuous improvement and accountability

What we’re looking for

• Previous experience in Quality Management, ideally within BPO, Contact Center or Customer Experience environments
• Strong knowledge of Quality frameworks, performance management and root cause analysis
• Experience managing and developing Quality teams
• Strong analytical mindset with the ability to turn data into clear actions
• Excellent stakeholder management and communication skills
• Confidence presenting results and improvement plans to senior stakeholders and clients
• Portuguese or additional European languages are a plus

The person behind the CV

We’re looking for someone who doesn’t just identify problems.

We want someone who asks "Why is this happening?", finds the answer and then brings the right people together to fix it.

Someone comfortable with data, people, clients and change.

Someone who can challenge, influence and improve.