Sr Global Operations Manager (BPO Quality - Scheduling)

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

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Roles and Responsibiliti

• esReview quality trends weekly/monthly/quarterly by teams, regions and workstre
• amUse 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 efficien
• cyProfessionally and operationally manage a team of global Quality Managers and have oversight of Auditors, to ensure they meet or exceed expectatio
• nsResponsible for managing the knowledge and best practices haring activities across Quality teams within the Scheduling and across the accou
• ntProvide 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 initiativ
• esEstablishing metrics, goals and the expected performance levels of all teams and providing feedback and coaching where appropria
• teManages action-planning, determined based on data analyzing, ensuring QA adherence to committed actions and tracking outcom
• esPartner with Operational Excellence and Training teams on strategic initiatives and efficiency goa

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Basic qualificatio

• ns:
  Bachelors Degree in Business Management, or related field or 8+ years of equivalent work experience requ
• ired6+ years of related Quality Assurance, BPO and operational leadership and demonstrated successes within a complex organiza
• tion4+ years of experience managing professional Quality Assurance teams within a client service
• roleExperienced with Lean Six Sigma methodologies, green belt certification (or higher) prefe

rred
Preferred qualificat

• ions:Ability to rely on experience and judgment to plan and accomplish
• goalsproven ability to balance refining a long-term strategy while ensuring the short-term deliverables are being managed within a fast-paced, multiple-priority enviro
• nmentdemonstrated ability to advise and influence both internally and exter
• nallythought leader and established sp
• eakerexperience working in a complex matrix, across multiple geogra
• phiesExperience in resolving conflicts and gaining cooperation among peers, staff, and c
• lientExperience in researching complex issues and developing recommended ac
• tionsEffective interpersonal and written communication s
• killsSuperior consulting, leadership, management, interpersonal, and mentoring s
• killsExcellent Google Suite for business applications s