Director - Quality Assurance

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 and 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.