Quality Director

Responsibilities

• Lead the team to manage quality and meet or exceed Quality SLAs for assigned programs
• Collaborate with stakeholders to discuss performance and deliver excellent service
• Engage team members through engagement models and build internal competencies
• Prepare and review Quality plans and implement procedures effectively
• Manage human and equipment resources to deliver quality and increase efficiency
• Utilize process mapping and quality tools to reduce waste and eliminate NVA
• Manage QMS and compliance, ensuring documented procedures and strong governance
• Analyze performance data and trends to implement action plans for customer requirements
• Drive continuous improvement initiatives and remove workflow bottlenecks
• Develop team skills through classroom and on-the-job training

Requirements

• Strong background managing Quality standards for large contact center operations
• Proven track record of achieving Quality Metric Targets and Thresholds
• Experience in Transaction Monitoring management including sampling and coaching
• Strong analytical ability with knowledge of statistical tools and methods
• Experience with certification audits such as ISO or COPC
• Experience leading or coaching Six Sigma, Lean, or Kaizen projects
• Excellent leadership, communication, and project management skills
• Ability to identify management resources and delegate effectively

About the Company

Sutherland is a group of driven and supportive individuals seeking to build fulfilling careers through excellence in service and quality.