Deskripsi Pekerjaan
Join Sutherland as a Quality Director and lead transformative quality initiatives in a dynamic global environment. This pivotal role empowers you to shape excellence across customer service operations, driving continuous improvement and innovation. As a key leader, you'll develop and implement robust quality assurance frameworks, ensuring service excellence aligns with international standards. Your strategic vision will elevate customer satisfaction metrics while optimizing operational efficiency. If you're passionate about leading high-performance teams and implementing cutting-edge quality methodologies, this is your opportunity to make a significant impact on a global scale.
Tanggung Jawab
- Develop and execute comprehensive quality assurance strategies across all service channels
- Lead, mentor, and develop quality assurance teams to achieve performance excellence
- Implement rigorous quality monitoring systems and continuous improvement frameworks
- Analyze customer feedback and performance metrics to identify optimization opportunities
- Collaborate with cross-functional teams to enhance service delivery standards
- Establish quality benchmarks and KPIs aligned with business objectives
- Drive compliance with industry regulations and company policies
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 10+ years of experience in quality assurance, with 5+ years in leadership roles
- Proven track record in implementing quality management systems (QMS) in BPO/call center environments
- Expertise in quality methodologies (Six Sigma, Lean, ISO standards)
- Strong analytical skills with experience in data-driven decision making
- Exceptional leadership abilities with experience managing remote teams
- Advanced proficiency in quality management tools and reporting systems