Senior Quality Assurance Operations Manager
hace 4 días
The mission of our Quality department is to ensure that CS provides excellent service and the customer experience in line with company objectives.
As our Senior Quality Assurance Operations Manager, you will build and maintain our worldwide Quality Assurance framework for Customer Service Organization and build and lead Quality Assurance teams. You will monitor, evaluate and improve the quality performance of our representatives and together with our Senior Management, you will develop a vision and strategic initiatives.
**Your key responsibilities will be**:
- Partner up with Senior Management to develop Quality Management vision and strategies globally and ensure they are aligned and understood across all organizations.
- Implement strategies with scalable processes, tools and systems.
- Create, edit and maintain Quality Management documentation, SOPs and scorecards.
- Develop and own reporting and provide actionable data to relevant stakeholders on a regular or ad-hoc basis.
Assess and detect quality issues and risks and conduct root cause analysis.
- Ensure alignment between Training and Quality initiatives.
- Manage set budget.
- Identify opportunities, establish action plans and drive solutions for the continuous improvement of the QMS.
- Plan, coordinate and direct Quality Assurance team activities.
- Hire, lead, empower and develop a high-performing Quality Assurance team and provide coaching, feedback and training for them.
- Establish and oversee a set of performance metrics and policies.
- 10+ years of professional experience with at least 5 years of developing and managing global quality programs in CS organizations.
- Deep expertise in all aspects of service quality assurance including industry standards and trends.
- Master's degree in Business Administration, e-commerce or similar field.
- Ability to develop strategies, translate them into initiatives and track successful delivery.
- Demonstrated knowledge of continuous improvement concepts and trends.
- The capability of establishing strong working relationships across multiple business units.
- Customer-focused mindset.
- Strong program management skills, including cross-functional leadership, systems thinking and process design.
- Excellent verbal, written and interpersonal communication skills and fluency in English.
- Strong data and analytical skills.
- A natural leadership skills, a passion for people development and an understanding of the importance of deploying empathy and self-awareness.
- A knack for problem-solving and can function at high-performance levels in a fast-paced environment.
This role requires traveling up to 20% of the time to Brno HQ and vendor locations in different continents based on business needs.
LI-AT1
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