Global Sr Operations Manager (BPO Quality - Scheduling)

As a Global Sr. Operations Manager, BPO Quality you will develop and implement global quality assurance strategies for the BPO Scheduling workstream, acting as a recognized expert and collaborative leader for a team of Quality Managers. You will play a pivotal role in driving continuous improvement and ensuring the highest standards of service delivery within the BPO Scheduling workstream. This includes collaborating with cross-functional teams, leveraging data-driven insights to identify areas for enhancement, and implementing innovative solutions to optimize operational efficiency and customer satisfaction. You will be responsible for defining the strategic direction of quality initiatives, fostering a culture of excellence, and empowering your team to achieve superior performance.

Roles and Responsibilities

• Review quality trends weekly/monthly/quarterly by teams, regions and workstream
• Use and adapt a robust Quality framework to identify trends, conduct detailed Root Cause Analysis (RCA) and proactively provide recommendations to modify framework and processes to mitigate future risk and improve operational efficiency
• Professionally and operationally manage a team of global Quality Managers and have oversight of Auditors, to ensure they meet or exceed expectations
• Responsible for managing the knowledge and best practice sharing activities across Quality teams within the Scheduling and across the account
• Provide short, medium and long-term strategies that are aligned with business goals for the Scheduling Quality team, aligning with Senior Leadership to meet assigned KPIs/SLAs and initiatives
• Establishing metrics, goals and the expected performance levels of all teams and providing feedback and coaching where appropriate
• Manages action-planning, determined based on data analysing, ensuring QA adherence to committed actions and tracking outcomes
• Partner with Operational Excellence and Training teams on strategic initiatives and effeciency goals

Basic qualifications:

• Bachelors Degree in Business Management, or related field or 8+ years of equivalent work experience required
• 6+ years of related Quality Assurance, BPO and operational leadership and demonstrated successes within a complex organization
• 4+ years of experience managing professional Quality Assurance teams within a client service role
• Experienced with Lean Six Sigma methodologies, green belt certification (or higher) preferred

Preferred qualifications:

• Ability to rely on experience and judgment to plan and accomplish goals
• proven ability to balance refining a long-term strategy while ensuring the short-term deliverables are being managed within a fast-paced, multiple-priority environment
• demonstrated ability to advise and influence both internally and externally
• thought leader and established speaker
• experience working in a complex matrix, across multiple geographies
• Experience in resolving conflicts and gaining cooperation among peers, staff, and client
• Experience in researching complex issues and developing recommended actions
• Effective interpersonal and written communication skills
• Superior consulting, leadership, management, interpersonal, and mentoring skills
• Excellent Google Suite for business applications skills