Senior Quality Assurance Manager, BPO, Commercial

Are you a seasoned Quality Assurance expert with a keen eye for detail and a knack for pushing the boundaries of traditional QA methods? Do you thrive on pioneering advancements in QA through cutting-edge automation and AI technologies?

If you're someone who loves to innovate and drive forward the evolution of Quality Assurance within commercial teams, we have an exciting opportunity for you!

We're seeking a dynamic Senior Quality Assurance Manager who can spearhead the integration of groundbreaking QA strategies, particularly leveraging automation and AI, to elevate the quality standards within our commercial operations.

In this role, you'll be instrumental in shaping the direction of our QA initiatives, focusing on optimizing quality across our BPO footprint and revolutionizing quality management processes in our contact centers. Collaborating closely with diverse teams, you'll champion excellence, foster a culture of continuous improvement, and drive the implementation of innovative QA practices throughout the organization.

We're looking for a proactive individual who not only identifies areas for enhancement but also instills a relentless commitment to quality across every aspect of our operations. If you're ready to lead the charge in redefining QA paradigms with the latest automation and AI technologies, we invite you to join us in this exciting journey!

This role can be offered on a remote basis.

What You’ll Do

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Lead QA Strategy:

• Spearhead the development and execution of innovative third-party QA strategies for commercial teams, prioritizing the integration of automation and AI technologies.

• Implement and oversee cutting-edge quality management processes to drive forward the evolution of QA standards, particularly within contact centers.

• Conduct thorough audits and assessments, leveraging advanced analytics and AI tools to identify areas for enhancement and execute proactive corrective actions.

• Serve as a visionary consultant and industry expert, providing strategic guidance to internal teams and senior leadership on pioneering QA approaches.

• Effectively communicate the vision and objectives of our innovative QA strategy to instill a culture of excellence and continuous improvement throughout the organizations.

Continuous Improvement:

• Proactively leverage data-driven insights to identify opportunities for innovation and enhancement within QA processes, leveraging automation and AI advancements.

• Stay at the forefront of industry trends and emerging technologies, driving the adoption of innovative QA practices to stay ahead of the curve.

• Collaborate closely with internal teams to ensure compliance with evolving industry standards, regulations, and certifications, integrating automation and AI solutions where applicable.

Program Management:

• Collaborate closely with the vendor solutions team to manage a diverse portfolio of global vendors

• Lead complex QA programs and projects to optimize efficiency and effectiveness.

• Foster strong relationships with internal and external stakeholders, driving alignment and collaboration in the implementation of innovative QA initiatives across the commercial footprint.

Who You Are:

• Bachelor's degree (BA/BSc) with 8+ years' experience in quality assurance within a commercial team

• Strong understanding of quality management systems, methodologies, and best practices.

• Excellent analytical and problem-solving skills, with a commitment to making data-driven decisions.

• Effective communication and interpersonal skills, fostering collaboration with cross-functional teams.

• Experience in maintaining and improving quality standards in a dynamic and fast-paced environment.

• Excellent project management skills, including the ability to lead complex QA initiatives from conception to successful implementation.

  Certifications in quality management is a plus.