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The Quality Team Manager – Contact Centre position is a full-time, senior leadership role based in-office, requiring involvement in 24/7 rotational shifts. This client-facing position oversees the direction of Quality Analysts and QA Team Leaders, establishing quality strategies, governance frameworks, reporting mechanisms, audit preparedness, and initiatives for continuous enhancement. Responsibilities include mentoring and developing QA leadership and analysts to drive performance and professional advancement, while aligning quality strategies with organizational and client objectives. The role involves creating, maintaining, and updating Standard Operating Procedures (SOPs), documentation, scorecards, and audit-compliant materials, as well as overseeing high-level reporting and dashboards for executive leadership and client business reviews.
Additional duties encompass conducting performance evaluations, ensuring calibration consistency, and managing quality governance, alongside capacity planning, resource allocation, and workload distribution within the QA function. The position requires leading internal management calls, facilitating quality-focused discussions, and coordinating cross-functional alignment meetings. The manager will actively participate in and present during regular client business reviews, clearly communicating risks, trends, and improvement strategies. They will also ensure proper document storage, organization, and adherence to audit requirements, while supporting recruitment, onboarding, and training initiatives for QA personnel. A key focus is conducting in-depth root-cause analyses, exploring customer satisfaction (CSAT) and dissatisfaction (DSAT) trends, and driving process improvements in collaboration with Operations, Training, and Client stakeholders. The role demands adaptability to evolving processes, tools, and client expectations, with a strong emphasis on proactive leadership, strategic decision-making, and cross-functional collaboration.
Candidates should possess 3–5 years of experience in BPO, quality management, and team leadership, with a proven track record in leading QA teams or complex quality structures. Essential skills include strong analytical and strategic capabilities, exceptional communication and presentation abilities—particularly in client-facing contexts—and proficiency in developing SOPs, documentation, and audit-ready materials. Fluency in French (native or near-native C1/C2) and upper-intermediate to advanced English (B2/C1) is required, along with excellent verbal and written communication skills. The ideal candidate will demonstrate strong time-management, prioritization, and organizational competencies, alongside the ability to manage diverse stakeholders and lead high-level internal discussions. Experience in hiring, coaching, and developing teams is highly valued, as is a proactive, improvement-driven mindset and the flexibility to navigate dynamic business and client environments.
Secteur : Information Technology
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The Quality Team Manager – Contact Centre position is a full-time, senior leadership role based in-office, requiring involvement in 24/7 rotational shifts. This client-facing position oversees the direction of Quality Analysts and QA Team Leaders, establishing quality strategies, governance frameworks, reporting mechanisms, audit preparedness, and initiatives for continuous enhancement. Responsibilities include mentoring and developing QA leadership and analysts to drive performance and professional advancement, while aligning quality strategies with organizational and client objectives. The role involves creating, maintaining, and updating Standard Operating Procedures (SOPs), documentation, scorecards, and audit-compliant materials, as well as overseeing high-level reporting and dashboards for executive leadership and client business reviews.
Additional duties encompass conducting performance evaluations, ensuring calibration consistency, and managing quality governance, alongside capacity planning, resource allocation, and workload distribution within the QA function. The position requires leading internal management calls, facilitating quality-focused discussions, and coordinating cross-functional alignment meetings. The manager will actively participate in and present during regular client business reviews, clearly communicating risks, trends, and improvement strategies. They will also ensure proper document storage, organization, and adherence to audit requirements, while supporting recruitment, onboarding, and training initiatives for QA personnel. A key focus is conducting in-depth root-cause analyses, exploring customer satisfaction (CSAT) and dissatisfaction (DSAT) trends, and driving process improvements in collaboration with Operations, Training, and Client stakeholders. The role demands adaptability to evolving processes, tools, and client expectations, with a strong emphasis on proactive leadership, strategic decision-making, and cross-functional collaboration.
Candidates should possess 3–5 years of experience in BPO, quality management, and team leadership, with a proven track record in leading QA teams or complex quality structures. Essential skills include strong analytical and strategic capabilities, exceptional communication and presentation abilities—particularly in client-facing contexts—and proficiency in developing SOPs, documentation, and audit-ready materials. Fluency in French (native or near-native C1/C2) and upper-intermediate to advanced English (B2/C1) is required, along with excellent verbal and written communication skills. The ideal candidate will demonstrate strong time-management, prioritization, and organizational competencies, alongside the ability to manage diverse stakeholders and lead high-level internal discussions. Experience in hiring, coaching, and developing teams is highly valued, as is a proactive, improvement-driven mindset and the flexibility to navigate dynamic business and client environments.
Secteur : Information Technology
Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.
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