Operations Manager - Quality Team

We are looking for a Quality Operations Manager for one of the leading global information technology consulting and business process services Company based in Dublin.

Responsibilities:

· Handling the team of QA managers

· Direction to IQI program as per client needs and program requirements

· Escalation point of contact for IQI team

· Participate in Global IQI discussion and support requirements

· Drive program missions for SBG

· Provide guidance and support to Team Lead

· Smooth delivery of end-to-end operating model

· Capacity planning & studies planning

· Identifying opportunities for process, program, product & system improvement

· Arrange brainstorming session with PM’s & IQE’s to identify process improvement opportunities

· Build required support structure like good call library, Objection handling library, red flag etc.

· Manage MBR’s & QBR with stakeholders

· People management, Team engagement activities

· Work with PM’s & QM spocs to plan focus area’s

· Training, coaching & guidance to the team on analysis and insights

Critical skills required:

· in total 5 -10 years plus of Experience in managing quality control/quality analysis in contact center environment or leading cross-functional quality improvement projects and teams

· Quality certification (e.g., Lean Six Sigma, TQM, COPC etc.) is must

· 6+ years of demonstrated team management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.) Proven track record of collaborating with cross-functional groups to produce results

· Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus

· Excellent communication skills

· Strong critical thinking and exceptional problem-solving skills

· Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level

· Passion for our mission of ensuring a world class support experience for our community

Sounds interesting? Please send your CV through the link provided.