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Senior Director, Operations (BPO/RPO Quality)
As a Senior Director of Operations, BPO/RPO Quality you will have comprehensive operational and strategic accountability for the Quality Assurance function throughout our Google partnership. This leadership position demands a forward-thinking approach, where you will be instrumental in conceptualizing, developing, and executing robust business plans, refined processes, innovative strategies, and essential skill development initiatives. Your ultimate objective will be to significantly elevate the quality of our RPO and BPOservices, fostering a partnership defined by excellence and continuous improvement.
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In a highly consultative capacity, you will proactively identify, champion, and drive strategic initiatives designed to advance the delivery of services offered. This includes, but is not limited to, optimizing existing workflows, implementing best practices, integrating new technologies, and fostering a culture of quality-first within the operational teams. Your ability to translate strategic vision into actionable plans will be key to success.
Reporting directly to the VP of Operations, the Senior Director BPO/RPO Quality Operations will play a crucial supportive role for the VPs of both BPO and RPO functions. Operating within a dynamic, matrix-based environment, you will provide critical support to ensure that each workstream consistently achieves its Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Beyond mere compliance, a key aspect of your role will involve the consistent identification and proactive flagging of opportunities for efficiency gains. This includes analyzing performance data, conducting root cause analyses, and proposing solutions that not only resolve issues but also prevent recurrence, ultimately contributing to enhanced operational effectiveness and overall client satisfaction.
Duties and Responsibilities:
Strategic leader for Quality Assurance, acting as owner and driver of initiatives within Quality organization and SPOC for Quality in Global, account-wide initiatives
Analyzes Global Quality function by workstreams and regions, identifying larger trends and account risk, partnering with Senior Leadership to proactively identify, recommend and implement solutions.
Partner with L&D and Delivery Directors to use trend analysis to create joint action plans and incorporate learnings into both training and process innovations
Proactively identify opportunities to create efficiencies, add value and expand support provided
Responsible for partnering with Delivery on overall P&L including forecasts
Responsible for ensuring all teams meet SLAs and customer satisfaction targets
Develop content and lead presentations for business and partnership reviews both internally and externally.
Keep up to date on new/innovative methodologies needed to elevate current Quality Assurance offering to clients.
Coach and mentor direct reports in their development within a global team
Establish metrics, goals and expected performance levels for overall team productivity and provide feedback and coaching to direct reports where appropriate.
Provide training where necessary on the appropriate skills and techniques
Effectively manage and document performance and disciplinary actions as needed.
Position Requirements:
Basic qualifications include:
Bachelors Degree in Business Management, or related field or 8-10 + years of equivalent work experience required
7-10+ years of related Quality Assurance, BPO, Recruiting and operational leadership and demonstrated successes within a complex organization
5+ years of experience managing and directing professional Quality Assurance teams within a client service role
Preferred qualifications include:
MBA preferred in related field
PHR, SPHR, PMI or similar disciplines preferred
Experience managing a P&L, including forecasting
LEAD Six Sigma Certification
Ability to manage multiple teams or a single complex team; escalate conflicting priorities; influence team members and business leaders to successfully execute
Ability to negotiate agreements and/or reach consensus with all levels and positions within the organization
Superior consulting, leadership, management, interpersonal and mentoring skills
Detail oriented with a passion for quality, initiating system and process improvements
Management skills based on several years of experience preferably in a matrix based environment
