Quality Manager – BPO

Descripción de la oferta

The Quality Manager for our BPO company will be responsible for overseeing the quality management processes across all customer service operations. The ideal candidate will be a detail-oriented leader with experience in driving continuous improvement, ensuring high standards of service, and ensuring compliance with client expectations. This role will require strong analytical skills, effective communication, and a deep understanding of customer service and BPO industry standards.
Key Responsibilities:
Quality Assurance Management:
Develop, implement, and maintain a comprehensive quality management program that aligns with company objectives and customer requirements.
Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure adherence to quality standards.
Conduct regular audits and assessments of performance, identify trends, and provide actionable feedback.
Team Leadership and Development:
Lead and manage a team of quality analysts to ensure consistent and effective performance evaluations.
Conduct training sessions and provide ongoing coaching to improve team capabilities in quality assurance.
Foster a culture of continuous improvement, teamwork, and excellence within the team.
Client Relationship Management:
Act as the main point of contact for clients regarding quality issues and concerns.
Regularly provide reports to clients on quality metrics, trends, and performance improvements.
Collaborate with clients to understand specific needs and adapt quality processes accordingly.
Process Improvement:
Analyze performance data and feedback to identify opportunities for process improvements.
Implement corrective actions and preventive measures to drive improvements in efficiency, customer satisfaction, and service quality.
Collaborate with other departments to ensure the integration of quality initiatives across all BPO functions.
Reporting & Documentation:
Prepare and deliver regular reports on quality performance, key metrics, and project status to senior management.
Maintain accurate documentation for all quality-related processes, evaluations, and audits.
Qualifications:
Bachelors degree in Business Administration, Operations Management, or a related field.
Proven experience (typically 5+ years) in quality management within the BPO or customer service industry.
Strong understanding of customer service processes and BPO operations.
Familiarity with quality management systems (e.g., ISO, Six Sigma) and related tools.
Excellent analytical and problem-solving skills.
Strong communication, presentation, and interpersonal skills.
Leadership experience with a focus on team development and motivation.
Ability to work under pressure and manage multiple priorities.
Preferred Qualifications:
Certification in Quality Management or related methodologies (e.g., Six Sigma Green Belt/Black Belt).
Previous experience in a leadership role within a BPO environment

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 5 años de experiencia

Palabras clave: calidad, quality, qa, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente

Hace 20 horas

Acerca de Center Source Colombia

Center Source is the worlds first Business Process Outsourcing (BPO) firm, specializing in BitCoin payment support. Companies large and small are increasingly offering consumers cryptocurrency as a payment option. Center Source delivers world class support for all phases of the cryptocurrency payment value chain.