The Role
Lead development and implementation of the organization's TQM strategy; monitor and improve quality across business units and client accounts; conduct audits, root cause analysis, and corrective actions; drive continuous improvement and report quality performance to management while collaborating with Operations, Training, WFM, and HR.
Summary Generated by Built In
- Develop and implement the organization's Total Quality Management (TQM) strategy and quality standards.
- Monitor and improve quality performance across all business units and client accounts.
- Lead quality assurance, process improvement, and compliance initiatives to enhance operational performance.
- Analyze quality metrics, identify trends, and implement corrective and preventive actions.
- Conduct quality audits and ensure compliance with client requirements, regulatory standards, and internal policies.
- Collaborate with Operations, Training, Workforce Management, and HR to improve service quality and employee performance.
- Drive continuous improvement initiatives using quality management methodologies and best practices.
- Prepare and present quality performance reports, insights, and recommendations to management.
- Lead root cause analysis and implement solutions to improve customer experience and operational efficiency.
- Promote a culture of quality, accountability, and continuous improvement across the organization.
Requirements
- Bachelor's degree in Business Administration, Quality Management, Industrial Engineering, Operations Management, or a related field.
- Professional certifications such as ISO 9001 Lead Auditor, Lean Six Sigma (Green Belt/Black Belt), or other quality management certifications are an advantage.
- Minimum of 5 years of experience in Quality Assurance, Quality Management, or Continuous Improvement, with at least 2 years in a leadership role within a BPO or contact center environment.
- Strong knowledge of Quality Management Systems (QMS), process improvement methodologies, and performance management.
- Experience conducting quality audits, root cause analysis, and implementing corrective actions.
- Strong analytical, problem-solving, and data interpretation skills.
- Excellent leadership, communication, coaching, and stakeholder management skills.
- Proficiency in Microsoft Office Suite, quality reporting tools, and business intelligence platforms
Skills Required
- Bachelor's degree in Business Administration, Quality Management, Industrial Engineering, Operations Management, or related field
- Minimum of 5 years in Quality Assurance, Quality Management, or Continuous Improvement with at least 2 years in a leadership role within a BPO or contact center
- Professional certifications (e.g., ISO 9001 Lead Auditor, Lean Six Sigma Green Belt/Black Belt)
- Strong knowledge of Quality Management Systems (QMS), process improvement methodologies, and performance management
- Experience conducting quality audits, root cause analysis, and implementing corrective actions
- Strong analytical, problem-solving, and data interpretation skills
- Excellent leadership, communication, coaching, and stakeholder management skills
- Proficiency in Microsoft Office Suite, quality reporting tools, and business intelligence platforms
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The Company
What We Do
Avetium Consult, now operating as Avetium Technologies, is a Nigerian business technology and business-process-outsourcing company. It helps organizations streamline operations, optimize processes, and improve productivity through enterprise applications, IT infrastructure, cloud services, cybersecurity, customer-management solutions, and managed operational support. The company serves startups, SMEs, large enterprises, and public- and private-sector organizations across Nigeria and the wider African market, with measurable business results.
