(QA) Quality Assurance Director (SDQ) (Eng C1/C2)
Position Summary:
The Quality Assurance Director is responsible for building a robust quality assurance department that will ensure quality and compliance with all internal policies and procedures as well as all client requirements. This role includes overseeing the call monitoring chat/email processes account and system reviews and other related audits as well as managing the Quality Assurance Department.
Responsibilities:
- Builds Quality Assurance Department: Structures the department to optimize resource allocation and creates systems to measure and improve quality across the organization.
- Client Interaction: Communicates with clients senior management to outline quality processes value and impact on their overall business.
- Call Monitoring Oversight: Analyzes call monitoring processes reviews findings communicates findings to executive level with proposed action plans to ensure compliance with client and company requirements.
- Client Call Calibrations: Ensures that meeting minutes are recorded client questions are addressed and feedback is provided to executive leadership about findings issues or concerns.
- Audit Management: Works with corporate audit staff to design implement and conduct office personnel and policy compliance audits. Makes decisions based on final audit reports.
- Quality Performance Reporting: Keeps senior leadership informed of the companys overall quality performance across industries verticals and lines of business.
- Strategic Reporting: Defines designs implements and maintains strategic reports and databases that record and track all QA audits and specialized reports.
- Operational Meetings: Meets periodically with operational leadership to review QA performance and calibrate on opportunities.
- Technology Utilization: Utilizes various technologies to effectively audit Horatios clients including artificial intelligence to review calls chat voice and email interactions.
- Relationship Management: Develops and maintains positive and professional relationships with senior management peers and subordinates.
- Process Improvement: Innovates and improves existing QA processes procedures and reports by working with the QA management team and leaders from other areas.
- Supervision: Supervises Quality Assurance Management establishing performance criteria and driving results.
- Staff Maintenance: Recruits selects orients and trains quality assurance staff.
- Accountability: Accountable for all aspects of quality and compliance.
- Team Contribution: Contributes to team efforts by accomplishing related results as needed.
- Additional Reporting: Handles all other reporting needs as required.
Required Skills/Abilities:
- Outstanding communication and interpersonal skills (oral and written).
- Proficient in GSuite (Docs Sheets Slides).
- Strong time management and emotional intelligence skills.
- Good understanding of data analytics.
- Ability to analyze quality data and apply process improvement methodologies.
- Ability to work under pressure and multitask in a highpaced environment.
- Ability to coach and develop personnel.
- Knowledge of CRM and QA management systems; understanding of NPS and CSAT methodologies.
Education and Experience:
- Associates or bachelors (or equivalent) degree in Business.
- 8 years of experience in Quality Assurance Auditing or compliancerelated activities in the BPO industry.
- C1 Advanced English required.
Remote Work :
No