Quality Director

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! A SNAPSHOT OF YOUR ROLE As Quality Director, you are responsible for ensuring that the services provided by the organization meet or exceed predetermined quality standards. This includes assessing and analyzing the performance of processes, systems, and staff, identifying areas for improvement, implementing quality control measures, and driving continuous improvement in service delivery. You will manage teams by guiding performance against objectives, creating an atmosphere of transparency and collaboration, modeling leadership behaviors, and encouraging continuous improvement and innovation. You will lead the quality teams by managing the overall quality assurance aspects of each client, the commercial agreements, and address and resolve delivery issues, and to increase the company's profitability and to ensure the achievement of the company’s commercially obligated and client aligned strategic objectives and targets. You will lead and promote efforts in building the ACQUIRE culture and demonstrating Values. You will also lead adherence to compliance standards in critical operational aspects such as information security, Code of Conduct, industry operating standards, among others. You are also responsible in ensuring that all aspects of the operation to comply with local labor and global privacy laws and other relevant local and global policies on Information Security and Data Privacy. Your role also includes, but is not limited to the following: Develop and implement a comprehensive quality assurance program for the BPO organization. Design and enforce quality control processes and procedures to ensure consistent service quality. Conduct regular audits and evaluations of processes, systems, and staff performance to identify areas for improvement. Analyze quality data, including customer feedback, to identify trends, issues, and opportunities for improvement. Collaborate with cross-functional teams, such as Operations, Training, and HR, to develop and implement performance improvement initiatives. Develop and enforce quality metrics and key performance indicators (KPIs) to measure and monitor performance against established standards. Provide guidance and support to the BPO organization in meeting quality requirements and resolving quality-related issues. Lead and mentor a team of Quality Assurance Analysts and Specialists to ensure they have the necessary skills and resources to perform their roles effectively. Stay updated on industry best practices and emerging trends in quality assurance to drive innovation and continuous improvement. Produce regular reports and presentations on quality performance, highlighting achievements, challenges, and action plans for improvement. Implement and drive a continuous improvement program of work for all Acquire BPO clients, including initiatives to streamline process and efficiency to increase quality outcomes. A BIT ABOUT YOU Bachelor's degree in a relevant field, such as Business Administration, Quality Management, or a related discipline. Proven work experience in Quality Assurance, preferably in a BPO or outsourcing environment. Strong knowledge of quality assurance principles, methodologies, and tools. Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify areas for improvement. Demonstrated ability to develop and implement quality programs and initiatives. Strong leadership and team management skills, with the ability to motivate and inspire a team. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders. Proficient in using quality assurance software and tools. Strong attention to detail and a commitment to delivering high-quality results. Familiarity with relevant industry standards and regulations. WHAT WE VALUE   We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Collaboration: Brilliant jerks can be brilliant elsewhere. Impact: Do, get it done, create impact. Passion: Be positive, bring passion and energy. Transparency: A transparent team can help each with other. Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.   Join the A-Team and experience the A-Life!

About Us

Acquire BPO is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com . Please refer to our Privacy Policy at #J-18808-Ljbffr