Job Description

Go further with Foundever®

Are you ready to move your career forward At Foundever®, you will find our call center jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.

ABOUT THE ROLE:

We are looking for an experienced and driven Senior Quality Manager to lead our Quality-as-a-Service (QaaS) line of business. In this strategic role, you will be responsible for defining and driving quality standards, building high-performing teams, ensuring stringent compliance (including COPC standards and QMS frameworks), and spearheading continuous improvement initiatives to exceed client expectations.

KEY RESPONSIBILITIES:

Quality Assurance & Process Governance

Implement transaction and task monitoring processes in strict accordance with client specifications, in-house procedures, and COPC standards.
Design robust sampling strategies, determine monitoring frequencies, and establish optimal sample sizes.
Develop and manage comprehensive monitoring plans and schedules for tasks.
Ensure full compliance with Quality Management Systems (QMS) requirements, maintaining documented procedures, processes, and a strong governance model with stringent review mechanisms.

Performance Analytics & Continuous Improvement

Monitor process performance by gathering relevant data, conducting historical reviews, and producing detailed statistical reports, control charts, and graphs to depict performance trends.
Develop and drive continuous improvement initiatives—focusing on elevating baseline performance to entitlement levels and setting new performance benchmarks.
Utilize process mapping techniques and quality tools to increase utilization, eliminate non-value-added (NVA) activities, reduce waste, and maximize efficiency.
Analyze end-user and client complaints to implement targeted corrective actions (such as MIP and MIP-T guidelines).

Client & Stakeholder Management

Maintain strong client relationships regarding program quality, delivering actionable feedback directly to the floor.
Facilitate and manage high-stakes quality conference calls, calibration sessions, and call calibration sensitizations for Team Managers (TMs).
Review the overall effectiveness of Major Improvement Programs (MIPs) and the coaching feedback delivered by Quality Analysts and Communication Trainers.
Partner collaboratively with key stakeholders through regular touchpoints and alignment meetings to discuss performance and deliver exceptional service to customers.

People Leadership & Team Development

Act as a true team player focused on employee satisfaction, building a positive working atmosphere, and driving engagement models.
Develop competencies within the team, preparing members to take on additional responsibilities and clear paths for career progression.
Review program metrics regularly to ensure all targets are met or exceeded through structured action plans.

QUALIFICATIONS:

Certified Lean Six Sigma (LSS) Green Belt with Projects completed.
Extensive experience in a Quality Management role within a BPO, shared services, or Quality-as-a-Service (QaaS) environment.
In-depth knowledge and proven implementation experience with COPC standards and QMS frameworks.
Strong proficiency in quality tools, process mapping, root-cause analysis, and statistical reporting.
Exceptional stakeholder management, communication, and client-facing skills.
Demonstrated success in leading, coaching, and developing high-performing quality assurance teams.

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.