The Role
Lead global customer experience quality for a BPO program: build and coach quality leaders, standardize quality frameworks, drive metrics (quality, NPS), own transaction monitoring, partner with stakeholders, manage resources, and deliver consistent multi-site quality.
Summary Generated by Built In
Job Summary & Responsibilities
Essential Functions and Responsibilities:
- With robust experience in Quality, specifically transaction monitoring
- Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
- Develop and retain team of quality leaders, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
- Drive continuous improvements and quality performance of metrics such as quality, customer experience, NPS, etc.
- Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements
- Manage department resources and provide leadership to ensure that production and quality work meets company goals
- Participate with cross-functional departments in strategic decisions designed to meet quality and service goals
- Identify, analyze, and resolve a wide range of technical, process, and Quality issues, providing quick and decisive solutions
- Recommend modifications to organizational policies and procedures and reinforce the company’s direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives
- Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Responsible for driving consistent Quality Delivery across multiple sites for the program.
- Own and execute Global Initiatives & Projects such as Quality Framework Deployment, standardizing Quality Practices, common Governance, metrics reporting etc.
- Primary Quality SPOC for Client to ensure consistent communication and expectations for quality
- Provide strategic guidance to each country's Quality Managers
- Mentor and develop new and existing Quality Managers
- Help make decisions that will lead to improvement in Quality processes
- Share responsibility with local teams in driving Quality Metric, which is directly tied to incentives
- Attend business reviews, internal and client-facing (weekly, monthly, quarterly, yearly)
- Must be Graduate of a bachelor’s degree or the equivalent
- Relevant experience in the BPO Industry to be at least 10 years and in the QA LEADERSHIP of 3-5 years
- Thorough experience of working in a customer support environment
- Must have excellent English communications skills
Skills Required
- Bachelor's degree or equivalent
- At least 10 years' relevant experience in the BPO industry
- 3-5 years of QA leadership experience
- Robust experience in Quality, specifically transaction monitoring
- Thorough experience working in a customer support environment
- Excellent English communication skills
Afni, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Afni, Inc. and has not been reviewed or approved by Afni, Inc..
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Strong & Reliable Incentives — Incentive programs (performance-based and referral) are available in many roles and can add to earnings when targets are met. The pay-and-bonus structure is described as a positive aspect in certain positions.
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Leave & Time Off Breadth — Paid time off for holidays and vacations is part of the package. Training periods also include additional holiday time, indicating a defined time-off offering.
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Wellbeing & Lifestyle Benefits — Tuition reimbursement up to $5,250, a casual “Dress for Your Day” policy, and on-site events provide added non-cash value. Full-time schedules and referral rewards are also positioned as perks.
Afni, Inc. Insights
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The Company
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
