About This Role
Leading and evolving the quality assurance strategy across a complex, multi-line-of-business environment is the core of this Quality Manager role. The position suits a strategic leader with a passion for operational excellence and customer experience, particularly in Retail and Telecommunications.
Responsibilities
- Own and oversee quality frameworks across multiple lines of business, ensuring a consistent approach while accommodating individual workstream and client requirements.
- Maintain strong quality governance, ensuring processes are robust, consistent, and aligned with contractual and client expectations.
- Build strong relationships across multiple client and internal stakeholders, ensuring alignment between Quality, Operations, Training, Workforce Management, and supporting functions.
- Act as a trusted advisor to stakeholders, influencing quality and performance outcomes.
- Track quality KPIs and trends across lines of business, translating data into clear insights and targeted actions to improve performance.
- Identify opportunities for improvement through data analysis and reporting.
- Identify systemic gaps and implement corrective and preventative actions that deliver sustainable improvements.
- Identify and lead initiatives that improve performance, quality outcomes, consistency, customer experience, and operational effectiveness across the account.
- Foster a culture of innovation and continuous improvement.
- Lead, coach, and develop the Quality team, ensuring consistency in evaluation, calibration, coaching, reporting, and overall quality standards.
- Build a high-performing team focused on accountability and excellence.
- Maintain oversight across split lines of business and work streams, ensuring quality priorities, standards, and ways of working remain aligned despite differing operational requirements.
- Share best practices and drive consistency across the operation.
- Ensure Quality is effectively represented and prepared for new lines of business, process changes, system migrations, launches, and evolving client requirements.
- Support business transformation initiatives while maintaining quality excellence.
Requirements
- Proven Quality Management experience within a complex, multi-line-of-business environment, preferably within a BPO, Retail, Telecommunications, Mobile Services, or similarly fast-paced operational environment.
- Strong stakeholder management capability, with experience navigating multiple client and internal stakeholders with differing priorities and requirements.
- Demonstrated ability to lead quality strategy and governance across multiple work streams.
- Strong analytical capability, with the ability to translate quality data and trends into meaningful operational actions.
