Director - Quality Assurance

Everise Bpo Services; United States; Remote; USD 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Quality Assurance and Process Excellence. This role involves developing and managing a comprehensive quality management program, leading process improvement initiatives using Six Sigma and Lean methodologies, and fostering a culture of continuous improvement. The ideal candidate will have strong leadership and analytical skills, with a proven track record in enhancing customer interactions and operational excellence. Join a dynamic team where your expertise will drive significant improvements in quality and performance, and make a real impact on the success of the organization.

Qualifications

• 3-5 years in Quality Assurance or Process Excellence at a Senior Manager level.
• Lean or Six Sigma Black Belt Certification is required.

Responsibilities

• Develop and manage a quality management program for the contact center.
• Lead process improvement projects using Six Sigma and Lean methodologies.
• Train and develop contact center staff to enhance their skills.

Skills

Leadership skills

Analytical skills

Problem-solving abilities

Interpersonal skills

Communication skills

Project Management Abilities

Continuous Improvement Mindset

Quality Management Expertise

Education

Bachelor's degree in any field

Tools

Six Sigma

Lean methods

Job description

JOB DESCRIPTION

Principle Accountabilities (Key Result Areas)

Quality Management:

• Develop, implement, and manage a comprehensive quality management program for the contact center.
• Establish and monitor key performance indicators (KPIs) to measure and improve the quality of customer interactions.
• Conduct regular audits and evaluations to ensure compliance with established quality standards and playbook procedures.
• Collaborate with cross-functional teams to identify areas for improvement and implement corrective actions.

Process Excellence:

• Lead the design, development, and optimization of contact center processes through Continuous Improvement projects.
• Implement and oversee process improvement methodologies such as Six Sigma and Lean methods.
• Analyze data and metrics to identify process bottlenecks, inefficiencies, and areas for improvement.
• Drive a culture of continuous improvement, fostering innovation and operational excellence through Continuous Improvement projects.

Training and Development:

• Develop and deliver training programs to enhance the skills and knowledge of contact center staff.
• Collaborate with training teams to ensure that quality standards and best practices are integrated into training modules.
• Provide coaching and feedback to contact center agents to improve performance and adherence to quality standards.

Stakeholder Collaboration:

• Collaborate with cross-functional teams, including operations, technology, and customer support, to align quality and process improvement initiatives with overall business objectives.
• Communicate regularly with senior leadership to provide updates on quality and process improvement initiatives.
• Work closely with external vendors and partners to ensure alignment with quality standards.

Attributes & Attitude

• Leadership skills
• Exceptional analytical and problem-solving abilities.
• Strong interpersonal and communication skills.
• Project Management Abilities
• Continuous Improvement Mindset
• Quality Management Expertise

Knowledge

• Education: Bachelor's degree in any field.
• Experience: 3-5 years of progressive work experience in Quality Assurance, Process Excellence, or Continuous Improvement in a Senior Manager capacity.
• Lean or Six Sigma Black Belt Certified.
• Strong understanding of quality assurance methodologies and process improvement frameworks.
• Demonstrated success in implementing Six Sigma and Lean black belt projects with tangible ROIs.
• Excellent analytical and problem-solving skills, with the ability to interpret data and trends.
• Strong communication and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders.