Quality Management Specialist

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.

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.