Senior Quality Assurance Manager (Pooling)

Strategic Leadership

• Translate business objectives into a Quality Analytics & Insights strategy.

• Develop and execute initiatives that improve customer experience, First Contact Resolution (FCR), quality performance, revenue protection, and operational efficiency.

• Lead organizational transformation toward predictive and insight-driven quality management.

• Drive continuous improvement initiatives using Lean Six Sigma methodologies.

Quality Operations Leadership

• Lead and coach Quality Managers, Quality Supervisors and Specialists.

• Establish governance standards, operating rhythms, and accountability across the Quality organization.

• Ensure consistent execution of quality processes, calibrations, and operational reviews.

• Manage workforce planning, resource allocation, and organizational readiness.

Analytics & Insights

• Develop actionable insights through quality data, speech analytics, customer feedback, operational metrics, and business intelligence.

• Identify trends, root causes, and emerging business risks.

• Present executive-level recommendations supported by data.

• Partner with Business Intelligence to develop dashboards and predictive reporting.

Stakeholder Management

• Serve as the primary Quality partner for Operations leadership.

• Influence business decisions through data-driven recommendations.

• Build trusted relationships with Operations, Training, Workforce Management, Client Services, and other cross-functional teams.

• Represent Quality during executive business reviews and governance meetings.

Quality Governance

• Ensure calibration consistency across all supported programs.

• Maintain quality standards aligned with client expectations.

• Monitor audit integrity, compliance, and evaluation accuracy.

• Lead governance for scorecards, quality methodology, and process adherence.

Leadership Development

• Coach and develop Quality Supervisors into future Quality Managers and senior leaders.

• Build succession plans and leadership capability.

• Foster a culture of accountability, innovation, and continuous learning.

• Conduct regular performance reviews and talent assessments.

Continuous Improvement

• Lead cross-functional improvement initiatives using Lean Six Sigma tools.

• Reduce defects, repeat contacts, and customer pain points.

• Drive automation opportunities within the Quality function.

• Measure business impact and sustain improvements.

MINIMUM QUALIFICATIONS

• Proven experience in Quality, Analytics, Solutions, or Process Transformation roles

• At least 5–7 years of experience in QA, Analytics, Operations, or Technology within a BPO or similar environment

• Demonstrated experience in AI-enabled quality platforms (e.g., AQM, speech analytics, automation tools)

• Strong understanding of process design, workflow optimization, and SOP development

• Experience working with cross-functional teams (IT, Operations, Vendors, Clients)

• Knowledge of data analytics, reporting tools, and system integrations

• Strong background in change management and large-scale implementation

• Familiarity with compliance frameworks (e.g., GDPR, HIPAA) and risk controls

• Six Sigma Green Belt certification