Quality Lead – Manager - English - On site Bucharest
With a startup spirit and 115, 000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Quality Lead – Manager - English – On site Bucharest
In this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating & delivering modules on Communication Excellence & Customer Centric Behaviour.
Responsibilities
-Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
-Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
-Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders
-Drive accountability with team managers and their teams to meet quality performance goals and ensure program standards are met on a
-
- week basis
-Assess and prioritize the
- quality issues affecting the teams in your office across all
- making channels
-Quantify business cases and drive
- functional partners to change our systems, processes, and policies to achieve better outcomes
-Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across Client to understand what happened and why.
-Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as Client’s products and communities change and grow
-Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.
-As new Quality Measurement Systems are being developed and prototyped, provide details to local teams around the impact of the new change on the team’s current work and surfaces gaps in knowledge.
Qualifications we seek in you
Minimum qualifications
-Any graduate /Post Graduate degree or equivalent with a solid academic record
-Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs
Preferred qualifications
-Meaningful work Experience in managing quality control/quality analysis organization or leading
- functional quality improvement projects and teams in a dynamic environment
-Proven track record of collaborating with
- functional groups to produce results
-Demonstrated ability to perform well in a rapidly changing and extremely global team
-Strong practical experience with Excel (Pivot
Table, Charts, Statistical functions) is essential.
-Experience with Tableau/Power BI or other similar tools is a plus
-Excellent communication skills
-Strong critical thinking and exceptional
- solving skills
-Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
-Passion for our mission of ensuring a world class support experience for our community
-Quality certification (e. g. , Lean Six Sigma, TQM, etc. ) a plus
-Project management certification (PMP, Prince2, etc. ) is a plus
What can we offer?
-Attractive salary.
-Stable job offers - employment contract.
-Work in a multicultural environment;
-Various trainings (initiating, soft skills).
-Possibility of development;
-Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
Fii primul, care se va înregistra la oferta de muncă respectivă!
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