Quality Director BPO

Job Title: Quality Director BPO

Department: Quality / Process Assurance
Reports to: VP of Operations / Chief Operating Officer

Job Purpose

To lead the organizational quality strategy and ensure that all BPO services comply with client standards, applicable regulations, and global best practices. Responsible for driving continuous improvement, enhancing operational efficiency, and optimizing the customer experience across all channels and accounts.

Key Responsibilities

• Design and execute the company-wide quality strategy across all BPO processes.

• Establish and maintain policies, procedures, and quality standards by client, channel, and line of service (voice, chat, email, back office).

• Lead the implementation and auditing of quality models such as COPC, ISO 9001, Six Sigma, or Lean.

• Manage and develop the Quality team, including QA supervisors, analysts, coaches, and trainers.

• Monitor service performance through key metrics: CSAT, NPS, FCR, AHT, QA Score, and error rates.

• Ensure compliance through regular internal and external audits.

• Drive root cause analysis and lead corrective and preventive action plans (CAPA).

• Promote a quality-focused culture aligned with operational excellence and customer experience.

• Deliver executive-level reporting and insights based on quality data analytics.

• Oversee training programs to strengthen team skills and ensure adherence to quality standards.

Job Requirements

Education:

• Bachelor's degree in Industrial Engineering, Business Administration, Organizational Psychology, or related fields.

• Preferred: Master's degree in Quality Management, Operations, or MBA.

Experience:

• At least 8 years of experience in BPO quality functions.

• Minimum of 3 years in a senior leadership or director-level position.

• Proven experience managing international accounts (US, Canada, Europe, etc.).

• Background in omnichannel operations (voice, non-voice, social media, etc.).

Technical Skills:

• Certifications in COPC, ISO, Lean Six Sigma (Green/Black Belt), or equivalent methodologies.

• Proficiency with QA tools, speech analytics, Power BI, and advanced Excel.

• English fluency (C1C2 level): mandatory for client-facing communication.

Core Competencies:

• Strategic leadership and vision

• Data-driven decision-making

• Strong communication and coaching ability

• Customer-centric approach

• Analytical and critical thinking

• Conflict resolution and process improvement mindset

Key Performance Indicators (KPIs)

• QA Score 90% in critical accounts

• CSAT 85% / Positive NPS trend

• 15% reduction in critical errors within 6 months

• 100% compliance in internal and external audits

• Continuous improvement actions in 3 strategic processes per year