Quality Director BPO
Quality Director BPO
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Quality Director BPO
Department: Quality / Process Assurance
Reports to: VP of Operations / Chief Operating Officer
Job Purpose
To lead the organizational quality strategy and ensure that all BPO services comply with client standards applicable regulations and global best practices. Responsible for driving continuous improvement enhancing operational efficiency and optimizing the customer experience across all channels and accounts.
Key Responsibilities
-
Design and execute the company-wide quality strategy across all BPO processes.
-
Establish and maintain policies procedures and quality standards by client channel and line of service (voice chat email back office).
-
Lead the implementation and auditing of quality models such as COPC ISO 9001 Six Sigma or Lean.
-
Manage and develop the Quality team including QA supervisors analysts coaches and trainers.
-
Monitor service performance through key metrics: CSAT NPS FCR AHT QA Score and error rates.
-
Ensure compliance through regular internal and external audits.
-
Drive root cause analysis and lead corrective and preventive action plans (CAPA).
-
Promote a quality-focused culture aligned with operational excellence and customer experience.
-
Deliver executive-level reporting and insights based on quality data analytics.
-
Oversee training programs to strengthen team skills and ensure adherence to quality standards.
Job Requirements
Education:
-
Bachelors degree in Industrial Engineering Business Administration Organizational Psychology or related fields.
-
Preferred: Masters degree in Quality Management Operations or MBA.
Experience:
-
At least 8 years of experience in BPO quality functions.
-
Minimum of 3 years in a senior leadership or director-level position.
-
Proven experience managing international accounts (US Canada Europe etc.).
-
Background in omnichannel operations (voice non-voice social media etc.).
Technical Skills:
-
Certifications in COPC ISO Lean Six Sigma (Green/Black Belt) or equivalent methodologies.
-
Proficiency with QA tools speech analytics Power BI and advanced Excel.
-
English fluency (C1C2 level): mandatory for client-facing communication.
Core Competencies:
-
Strategic leadership and vision
-
Data-driven decision-making
-
Strong communication and coaching ability
-
Customer-centric approach
-
Analytical and critical thinking
-
Conflict resolution and process improvement mindset
Key Performance Indicators (KPIs)
-
QA Score 90% in critical accounts
-
CSAT 85% / Positive NPS trend
-
15% reduction in critical errors within 6 months
-
100% compliance in internal and external audits
-
Continuous improvement actions in 3 strategic processes per year
Employment Type
Full Time
