Quality Assurance Manager BPO Background Role: Quality Manager (BPO Background) Location: Bogota City Mode: 100% work from office Must Have: BPO Background Schedule flexibility to mirror challenging Operation HOOPs Excellent presentation skills (B2+ Fluent ENG level) Ability to perform RCA and create SMART action plans Ability to develop tailored coaching plans Used to work under pressure Solutions oriented Min. 4 year experience in a similar role in a BPO / contact center environment Plus to have: Six sigma Main Goals: Lead initiatives and practice for meeting contractual SLAs pertaining quality audit targets Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q&A Lead calibration & transactions check sessions with cross function teams to ensure quality standards are maintained Produce and monitor variance and flux analysis for identifying improvement opportunities Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT Visual management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and improve Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous Quality improvement Mentor and train junior team members Liaison with client(s) for proposing and adopting Quality improvement initiatives Knowledge & Skills: Excellent oral, written and interpersonal communication skills Ability to relate and resonate at ease with a multi-cultural, diverse team Strong coaching and giving feedback abilities A genuine desire to help others improve and succeed Previous experience in airlines/travel industries is a significant advantage Exceptional listening and analytical skills Excellent command of MS Office Graduate in any discipline It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds. Seniority level Mid-Senior level Employment type Full-time Job function Quality Assurance, Analyst, and Customer Service Industries Telephone Call Centers, IT System Custom Software Development, and Software Development #J-18808-Ljbffr