Key Responsibilities
1. Stakeholder Management & Calibration
- Maintain high engagement and collaborative rigor with internal Operations leaders and external Client partners.
- Lead and facilitate robust calibration sessions across QAs, Operations, Trainers, and SMEs to ensure high alignment rates with client standards.
- Implement structured change management strategies to ensure seamless operational transitions.
2. Data Analytics, Reporting & Sampling Plans
- Design and execute data-driven sampling and monitoring plans aligned with account scale and risk areas.
- Analyze quality trends, generate actionable insights, and present findings to executive leadership using advanced tools (Google Sheets/Slides, MS Excel/PowerPoint).
- Leverage data to accelerate time-to-proficiency across the line during onboarding and transition periods.
3. Team Leadership & Dynamics
- Directly manage, empower, and build resilience within a team of Quality Analysts/Specialists.
- Balance human-centric leadership with strict operational accountability and clear deliverable tracking.
- Apply time management frameworks to ensure both client-level and program-level goals are consistently met.
Qualifications & Requirements
- Quality Leadership Experience: Proven background leading QA functions, driving calibration sessions, and managing stakeholder relationships in a BPO setup.
- Data Proficiency: Advanced skills in data organization and visualization (MS Excel, PowerPoint, Google Sheets, Google Slides). Strong proficiency is required.
- Work Setup & Schedule: Must be willing to work onsite in Clark on a PST (Night Shift) schedule, with flexibility for schedule changes based on business demands.
- Methodologies (Advantage): COPC certification and/or Lean Six Sigma (Yellow Belt or higher) training/projects implemented is a strong plus
