The Senior Quality Manager is responsible for leading the overall quality strategy and performance for an e-commerce and social media account. This role oversees quality teams, ensures compliance with client and internal standards, drives continuous improvement initiatives, and partners with operations and stakeholders to enhance customer experience and business outcomes.
Key Responsibilities
- Lead and manage the Quality Assurance function for the assigned account, ensuring alignment with client KPIs and service-level agreements.
- Develop, implement, and continuously improve quality frameworks, audit tools, scorecards, and calibration processes.
- Oversee performance analysis, root cause analysis, and action planning to address quality gaps.
- Conduct regular business reviews and present quality performance insights, trends, and recommendations to senior stakeholders and clients.
- Collaborate closely with Operations, Training, and Workforce teams to drive performance improvement initiatives.
- Ensure consistent calibration sessions across teams to maintain scoring accuracy and fairness.
- Coach, mentor, and develop Quality Managers, Supervisors, and Analysts to build a high-performing quality organization.
- Ensure compliance with company policies, regulatory requirements, and client-specific standards.
- Drive customer experience improvements across e-commerce and social media channels.
- Support new program launches, transitions, and process changes from a quality perspective.
Qualifications
- College undergraduate with at least 2 years of completed college education; Associate or Diploma courses are accepted.
- Minimum of 5 years BPO experience is required.
- At least 5 years of Senior Quality Manager experience in a BPO environment is required.
- Open to tenured Quality Managers with 5+ years of supervisory experience in Quality.
- Strong background in managing large QA teams and complex quality programs.
- Experience supporting e-commerce and/or social media accounts is an advantage, but not required.
- Excellent analytical, leadership, and stakeholder management skills.
- Strong communication and presentation skills.
- Amenable to working onsite and on UK/US shifts.
