Quality Assurance Director

(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