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Quality Manager

Job Description:

We are seeking a dedicated and experienced Quality Coaches Supervisor to lead our quality assurance team within Foundever

The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met. This role requires strong analytical skills, effective communication, and the ability to foster a culture of continuous improvement.

Job Description:

Responsible and accountable for the achievement of business performance through effective leadership and management of the Quality Assurance functions and teams

Responsible for the ongoing development and management of team members’ performance and capability.

Overall responsibility for design and delivery of quality framework, ensuring that all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers, and enable optimal operational and business performance.

Responsible for establishing and maintaining effective quality management systems and processes across specific programs, delivering to Foundever’s quality assurance philosophies, ensure contractual quality (KPI) achievement and supporting the program's service experience.

Responsible for creating long-term strategies, project management, and process consultation to ensure that all Quality actions are relevant and aligned with the business strategies of the program.

Education:

Four-year college degree or equivalent directly related work experience.

Experience Target: Minimum of two years in similar role as people manager and process owner, or more than two years of Quality experience demonstrating knowledge of call center operations, goals and processes.

Skills:

Basic facilitation Skills.

Superior people management and performance improvement/coaching skills.

Excellent English literacy and communication skills (verbal, written, presentation).

Planning and project/time management skills.

Advanced presentation and negotiation skills.

Intermediate proficiency with MS Office applications, including Outlook, Word, Excel, and PowerPoint

Knowledge/Abilities:

Advanced knowledge in program evaluation, and developing and conducting analysis using a variety of methodologies.

Expert Product and Systems Knowledge (including QA systems, processes and methodologies).

Strong customer service orientation with a proven ability to respond quickly to changing business requirements.

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.

Ability to build and maintain effective relationships with client representatives.

Ability to communicate effectively with high-level management within Foundever and with the client in to build strong relationships and encourage confidence.