Job Description

• Lead and manage a team of quality professionals to ensure high-quality service delivery.
• Develop and implement quality control processes and procedures to meet business objectives.
• Conduct regular audits and reviews to identify areas for improvement and provide coaching and training to team members.
• Collaborate with cross-functional teams to resolve customer complaints and issues.
• Analyze data and metrics to identify trends and opportunities for process improvements.
• Implement corrective actions to address non-conformities and improve overall quality performance.

• Minimum 3 years of experience in quality assurance or a related field, with at least 1 year in a leadership role.
• Strong knowledge of quality management principles and practices, including ISO standards.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to lead and motivate a team.
• Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
• Strong analytical and reporting skills, with the ability to interpret data and make informed decisions.
• Experience working in a BPO or call center environment, focusing on customer service and quality assurance.

More Info

Education