IT Quality Program Director

Global

 

The IT Quality Program Director is responsible for setting up, implementing and managing a quality program that will enable continuous improvement throughout the company organization.

Being part of the company’s leadership team, the QPD demonstrates proficient knowledge in the company activities and the relevant Quality Management Framework or Standards. The QPD is in charge of choosing the right methodology aligning to the company’s business lines, development of quality plans and in charge of their implementation.  The QPD is the company’s SPOC for auditing process, both of certification representative and customers.

QPM demonstrates strong leadership skills and ability to influence company team members. Participates actively in research and investigation of quality related issues, analyses data and acts as a subject matter expert to all managers to find and assess continuous improvement opportunities.

Responsibilities

  • Responsible for creating and establishing the strategy/ plans and related processes for a Quality Management Program/ Standards
  • Lead the implementation within the company site locations
  • Create training program and lead training efforts that will enable local resources to take part in the implementation and ongoing maintenance of the policy
  • Ensures that all company sites are compliant to them
  • Reviews quality related metrics and reports and identifies trends and opportunities for improvement, provides constructive feedback to build continuous improvement practices
  • Identifies quality risks and helps the site/ executive leadership to develop corrective actions and improvement plans. Documents and reports the results and accomplishments of quality improvement initiatives
  • Performs analysis of customer feedback to effectively integrate their needs with the company process improvement goals
  • Actively participates in audit preparation by revising the company strategy, plans and processes to ensure operational compliance
  • Represents the company in front of customers/ auditors and communicates with them in a professional manner all quality/ service improvement related matters
  • Manage audit findings and recommendations, as well as the identified issues until resolution
  • Ensures efficient process flow and effective resolution of customer complaints. Assists all company sites with preparation to address the compliance concerns
  • Provides reports and analysis on a regular and ad-hoc basis, including, but not limited to, statistical-based metrics and benchmarks for operational efficiency, cost-effectiveness, and quality measurements
  • Trains and mentors company team members on the usage of Quality Management tools and techniques – e.g. control charts, histograms, root cause analysis, incident management, problem management etc.
  • Supervises team members leading quality improvement activities and acts as project manager when necessary
  • Performs other tasks/requests, as assigned by management to support business needs

Required skills and competencies

  • Proven experience leading quality management programs for customer service / IT operations (5+ years)
  • Proven capabilities to present planning and communicate with C-level
  • Proven ability working in global organization and driving virtual teams to success
  • Strong leadership and interpersonal skills to drive results
  • Strong organizational skills and attention to details to handle multiple tasks and short deadlines within dynamic environment
  • Decision – making and problem-solving skills attitude
  • Good communication and presentation skills
  • Team player and transparent
  • Consider business traveling as an advantage

Education and professional background

  • 5+ years management experience in implementing quality platforms for IT Outsourcing/ BPO industry
  • Certification of relevant ISO/quality programs
  • International experience, managing multi-site locations is preferred
  • Proficient in English
  • Bachelor’s Degree (or higher) in Economics, Business Administration or Computer science or equivalent combination is required

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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