Internal OPT Applicants Only, Sr. Manager of Global Quality

The Senior Manager of Global Quality is responsible for creating and implementing global standards and practices for the quality department. This position has direct oversight of the Global Quality process and indirect oversight of the global quality teams in support of new deployments and existing quality programs. This position is also responsible for interworking with Training and Global Performance Management teams to drive continuous improvement throughout the global theatre.

Responsibilities:

• Provide LOE for new opportunities in terms of quality and KPI adherence.
• Attend Implementation and/or expansion meetings with Account Management (AM) and/or Client.
• Create standards for end-to-end quality process inclusive of but not limited to process documentation and reporting templates for the following:
  • Implementation Stage
  • T3/Training
  • Day of Launch
  • Pilot Stage (30 days post launch)
  • Legacy Programs
  • Launch and Support
  • Client and Production Reporting
• Conduct bi-weekly meetings/calls with Training and Quality Managers to ensure compliance with standards, leverage best practices and drive maximum performance.
• Partner with Training and GPM to create and implement continuous improvement initiatives.
• Interface with AM and/or Client to address program performance concerns.
• Prepares special reports and correspondence as needed.
• Leverage Global and/or Centralized Resources to effectively manage cost.
• Design Quality Programs as needed.
• Lead and/or participate in other initiatives as assigned.
• Meet Objectives and Delivery Schedule.
• Stay current on Quality Assurance Strategies.

Qualifications:

• BA in appropriate field (preferred)
• 5 years quality/management experience within a global call center environment
• Affinity for team problem solving
• Excellent verbal, written, and interpersonal communication skills
• Ability to perform duties with minimal direction
• Continuous attention to detail, desire for excellence
• Proficient in MS Word, Excel, PowerPoint, Outlook
• Ability to travel as needed

Physical Requirements:

* Must be able to move intermittently throughout the work day.
* Must be able to lift, bend, etc.
* Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses