As Quality Coordinator, you will lead the regional QA framework across BPO hubs, transforming auditing into a proactive, data-driven quality engine. You’ll bridge cross-border execution with regional strategy to standardize processes, scale quality initiatives, and boost customer satisfaction and SLA compliance. You will drive continuous improvement through root-cause analyses and closed-loop feedback into training and recruitment. This role offers the chance to shape regional quality standards while collaborating with cross-functional leaders to deliver measurable impact.
Responsabilidades
- Own end-to-end quality framework and audit strategy across BPO hubs, ensuring standardized, scalable processes
- Lead root-cause analyses to identify systemic gaps and launch targeted improvement initiatives
- Establish closed-loop quality frameworks feeding audit insights into recruitment, onboarding, and coaching
- Host cross-site calibration sessions to minimize scoring variance and ensure consistent evaluation
- Collaborate with Regional Service Delivery Heads, Training leads,
and external BPO managers to align priorities and drive regional initiatives
- Extract, query, and analyze raw transaction and audit data using SQL to derive actionable insights and leading indicators of quality
Requisitos principales
- 3 to 5 years of Quality Operations experience in fast-paced, tech-driven customer service, hospitality, or BPO environments
- Lean Six Sigma Yellow or Green Belt certification or formal methodology training
- Closed-loop quality vision and project management capability (PMP or equivalent appreciated)
- Vendor governance and risk modeling experience, with experience auditing outsourced BPO performance
- Bilingual fluency in English and Spanish (Portuguese a plus)
- Independent SQL proficiency to extract, merge, and clean datasets without data engineering support