Quality Assurance Director (BOG)

Position Summary:

The Quality Assurance Director is responsible for building and managing a robust quality assurance department that ensures quality and compliance with all internal policies and procedures as well as all client requirements, by overseeing the call monitoring, chat/email processes, account and system reviews, and other related audits. 

Responsibilities:

• Builds quality assurance department structure to optimize resource allocation of the quality team, along with creating systems to measure and improve quality across the organization.
• Intimately interact and communicate with clients’ senior management to outline quality processes, value, and impact on their overall business. 
• Oversees call monitoring analysis processes, reviews findings, and communicates findings to the executive level with proposed action plans; to ensure compliance with client and company requirements.
• Oversees client call calibrations, ensuring that meeting minutes are recorded and client questions are addressed, providing feedback to executive leadership about findings, issues, or concerns.
• Works with corporate audit staff to design, implement, and conduct office audits, personnel audits, and policy compliance audits. Makes decisions based on final audit reports.
• Maintains senior leadership team abreast of the company’s overall quality performance in all industries, verticals, and lines of business.
• Defines, designs, implements, and maintains strategic reports and databases that record and track all QA audits and specialized reports.
• Meets periodically with operational leadership to review QA performance and calibrate on opportunities.
• Utilizes different technologies available to effectively audit Horatio’s clients and any processes they require to monitor. This includes but is not limited to the usage of artificial intelligence to review calls, chat, voice, and email interactions, and any other additional tasks or activities we are required to oversee, supervise, and report quality assurance on.
• Develops and maintains positive and professional relationships with senior management, peers, and subordinates.
• Finds ways to innovate and improve existing QA processes, procedures, and reports by working with the QA management team, QA reporting, and leaders from other areas.
• Supervises Quality Assurance Management, establishing performance criteria for development and driving results.
• Maintains quality assurance staff by recruiting, selecting, orienting, and training employees.
• Accountable for all aspects of quality and compliance.
• Contributes to team effort by accomplishing related results as needed.
• All other reporting needs as required.

Required Skills/Abilities:

• Advanced near native English proficiency is required.
• Outstanding communication and interpersonal skills (oral and written).
• Proficient in G Suite.
• Strong time management and emotional intelligence skills.
• Good understanding of data analytics.
• Ability to analyze quality data and apply process improvement methodologies.
• Ability to work under pressure and multitask in a high-paced environment.
• Ability to coach and develop personnel.
• Knowledge of CRM and QA management systems; understanding of NPS and CSAT methodologies.

Education and Experience:

• Bachelor's (or equivalent) degree in Business.
• 8+ years of experience in Quality Assurance, Auditing, or compliance-related activities in the BPO industry.