Senior Manager - Quality Operations - BPO

Senior Manager - Quality Operations

- The Senior Quality Manager will understand the business metrics, build a story that summarizes holistic quality performance, identify solutions, and implement the necessary actions which lead to improved performance and customer experience.

- He or she will lead continuous improvement initiatives across teams like customer delight, Student success group, and Relationship team.

- The Quality Manager will be responsible for monitoring, auditing, and implementing quality & compliance standards, initiatives, and analysis and managing the calibration process across all teams. - This position will require an effective communicator who will be able to lead and motivate others while being aware of and responsive to their needs and concerns.

- This position also demands a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment. Knowledge of a broad variety of quality processes within customer care organizations is preferred.

- A Bachelors degree or equivalent combination of training and work experience required

- Minimum of 8+ years of call center operations, or quality management experience

- Strong interpersonal, communication (verbal and written), organizational, and presentation skills - Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions

- Ability to establish an individual course of action to accomplish goals while using appropriate resources

- Motivated to work on own initiative and work well under pressure

- Process improvement experience with experience in agile and or project management tools

- Ability to collaborate with stakeholders at all levels of the organization

- Total Quality Management, ITIL, Six Sigma, or other quality affiliated training and/or certification is preferred

- Effective oral and written communication skills

- Ability to identify and communicate defects and ambiguities at all levels.

- Initiate new projects based on the current problem areas in the program.