The role involves developing and executing a comprehensive centralized quality strategy aligned with global business objectives
Job Summary
The role involves developing and executing a comprehensive centralized quality strategy aligned with global business objectives.
Candidates will leverage modern technologies such as speech analytics, automated scoring, and real-time reporting dashboards to ensure monitoring effectiveness.
The position requires leading a team of Quality Managers and Analysts while acting as a trusted advisor to senior leadership on operational enhancements.
Matching Summary
The role involves developing and executing a comprehensive centralized quality strategy aligned with global business objectives.
Skills & Requirements
Must-have
Develop centralized quality strategy
Analyze speech analytics data
Oversee quality monitoring programs
Lead Quality Managers and Analysts
Ensure PCI and GDPR compliance
Nice-to-have
Foster collaborative team environment
Drive innovation in function
Build relationships with clients
Work autonomously with initiative
Resolve conflict constructively
Key Requirements
Relevant tertiary qualifications in management or business
Substantial experience in similar Director-level role
Experience working directly with clients
2+ years customer service or sales industry experience (desirable)