Quality Assurance Manager (BOG)

Position Summary: 

This role will support our client’s goals by coordinating and managing quality analysts and associates to ensure we are following our Client's procedures, standards, and metrics by identifying areas of improvement. This role will be responsible for coordinating and preparing our quality team, by developing strategies and quality plans, as well as managing the associates reporting to them. It will build coaching and feedback forms, and processes, and will engage the team to create quality projections to overcome any opportunities.

Responsibilities:

• Creates and implements company quality standards.
• Accomplishes quality assurance objectives by monitoring, reviewing, and enforcing policies and procedures.
• Trains and motivates employees to ensure that quality standards are met.
• Achieves quality assurance operational objectives by contributing to information analysis.
• Meets financial objectives by estimating requirements, preparing annual budgets, and scheduling expenditures.
• Develops quality assurance plans by conducting hazard analyses and monitoring procedures.
• Validates quality processes by establishing product specifications and quality attributes.
• Assists in the recruiting process when hiring specialists.
• Analyze CSATs and report back to the Director of Operations.
• Maintains and improves product quality by completing product, company, system, and compliance audits.
• Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends.
• Provides the Operations and Quality teams with procedure recommendations and solutions to enhance processes from a Quality standpoint.

Required Skills/Abilities:

• Have the ability to present and/or communicate initiatives, results, and data.
• Experience successfully managing and mentoring teams.
• Fully communicate both verbally and in writing in English and Spanish.
• Record of building and maintaining positive relationships with employees and partners.
• Understand how to build processes from scratch and implement them.
• Want to work in an extremely fast-paced environment (this is not your avg. 9-5).
• Can coordinate with multiple departments and levels to achieve results.
• Enjoy working on different projects each day and managing multiple tasks.

Education and Experience:

• 3+ years of experience as a Quality Manager in the BPO industry.
• Bachelor's degree in Business Administration, Statistics, or related fields.