The Quality Management Specialist is responsible for designing, implementing, and maintaining Total Quality Management (TQM) frameworks to ensure service consistency, performance improvement, and service excellence across all customer touchpoints.
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Key Responsibilities
- Develop quality policies and processes standards.
- Design and maintain CX service quality frameworks by establishing quality standards, KPIs, and evaluation criteria.
- Administer and maintain QMS documentation, ensuring it aligns with internal and external standards (e.g., ISO 9001).
- Guide process improvement teams and implement methodologies such as Lean, Kaizen, or Six Sigma to solve quality problems.
- Produce quality dashboards and performance reports.
- Partner with training teams to address performance gaps.
Experience & Skills
- 2+ years of experience in quality management or TQM roles.
- Strong understanding of QA methodologies and improvement frameworks.
- Contact center or service operations experience preferred.
- Analytical mindset with reporting capability.
- Lean/Six Sigma certification is an advantage.
What We Offer You
- We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
- We offer highly competitive compensation packages, including the potential for shares.
- We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
- Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
- We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
- You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
