Executive Director of Quality Assurance
7 days ago
**Job Summary**
We are seeking a seasoned professional to lead our quality assurance efforts. As an Executive Director of Quality Assurance, you will be responsible for driving service-delivery standards and enabling a low-risk, zero-surprises organization.
You will develop and implement sampling and stratification strategies based on compliance checks, financial processes, errors, customer priorities, and agent performance. Your goal is to ensure continued calibration to the quality framework and drive performance to meet all quality metrics.
The ideal candidate will have at least 5 years of BPO experience and 2 years of working with quality. They should also be able to facilitate Kaizen initiatives within the team and account for customer complaint resolution processes.
Key Responsibilities:
- Develop and implement quality frameworks to drive service-delivery standards
- Lead audit compliance, root cause analysis, and remediation plans
- Ensure adherence to contractually binding audit targets
- Drive performance to meet all quality metrics, including SLA baselining, predictive SLA monitoring, and reporting
- Facilitate Kaizen initiatives within the team
- Account for customer complaint resolution processes
Requirements:
- At least 5 years of BPO experience
- At least 2 years of working with quality
- Ability to facilitate Kaizen initiatives within the team
- Strong communication and leadership skills
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