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We are looking for a Quality Manager with a Black Belt certification in Six Sigma to oversee our BPO operations quality teams. This role requires a strong understanding of Six Sigma methodologies and a proven track record of implementing successful quality improvement projects and managing quality teams. The ideal candidate will be a highly motivated and results-oriented individual with excellent communication, analytical, and problem-solving skills.
Job Responsibility:
Develop and implement quality management systems: Establish and maintain robust quality management systems (QMS) aligned with industry best practices and regulatory requirements
Conduct quality audits: Perform regular internal and external quality audits to identify areas for improvement and ensure compliance with established standards
Drive Six Sigma initiatives: Lead and participate in Six Sigma projects to identify and eliminate root causes of defects, reduce process variation, and improve operational efficiency
Analyze data and generate reports: Collect, analyze, and interpret data related to quality performance, identify trends, and generate reports to track progress and communicate findings to stakeholders
Develop and deliver quality training: Design and deliver training programs to BPO employees on quality standards, methodologies, and best practices
Monitor and analyze customer feedback: Gather and analyze customer feedback to identify areas for improvement in service delivery and customer satisfaction
Collaborate with cross-functional teams: Work closely with other departments (e.g., Operations, Technology, Human Resources) to ensure seamless integration of quality initiatives across the organization
Stay abreast of industry best practices: Stay informed about the latest industry trends, technologies, and best practices in quality management
Requirements:
Bachelor’s degree
Six Sigma Black Belt certification is mandatory
Minimum of 10 years of experience in a Quality Assurance or related role within a BPO environment
Proven experience in implementing and managing quality management systems and teams
Strong analytical and problem-solving skills with the ability to analyze data and identify root causes of issues
Excellent communication and interpersonal skills with the ability to effectively communicate with all levels of the organization
Strong project management and organizational skills with the ability to manage multiple projects simultaneously
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
Nice to have:
Experience with quality management software (e.g., Minitab, JIRA) is a plus