Bachelors Degree in Business Management, or related field or 5-7 + years of equivalent work experience required
6+ years of related Quality Assurance, BPO and operational leadership and demonstrated successes within a complex organization
3+ 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
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
Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.
Additional Information
Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.
We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we'll help them continue to grow as their needs and ambitions change.
At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.
We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.
Global Sr Operation Manager - BPO Quality - Screening
As a Global Sr. Operations Manager, BPO Quality you will develop and implement global quality assurance strategies for the BPO Screening 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 Screening 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 Screening and across the account
Provide short, medium and long-term strategies that are aligned with business goals for the Screening 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
Randstad · Hyderabad_twitza, IN