We are looking for a strong collaborator with an innovative mindset to join our team as the Quality Manager. With your background in Quality and Digital Marketing – Search Optimization, you will lead a team of specialists (Quality Team Leads and Quality Analysts) to achieve the operational goals, develop a deep understanding of FPY & CSAT trends and work across functions to set up improvement plans.
The successful candidate will work closely with the EMEA & Global Quality Management to drive Quality and CX initiatives while guiding the team in a fast-paced environment.
Requirements:
Experience in managing & coaching people (10+ members)
Experience in digital marketing with a strong background in Google Ads (certification) is a plus.
Excellent understanding of Quality concepts and root cause analysis
Good language skills – verbal & written English along with any other European language (C1 and above)
Good analytical & reporting skills with a keen attention to detail
High degree of MS Excel proficiency as well as other MS formats such as Word and PowerPoint ( preferably experience with G Suite tools )
Strong communication & collaboration skills
Ability to innovate, work independently and have proactive approach to problem solving
Be able to demonstrate going above and beyond of the remit of the role
Job Responsibilities:
Lead a team of Quality Team Leads and Quality Analysts, covering all aspects of people & performance management including coaching, development and communications
Manage day-to-day operations, including capacity planning and FPY management
Develop CAPA strategies on the back of defect & RCA analysis
Liaise across functions & sites on operational deliverables, error trends and action plans for performance improvement
Work closely with stakeholders to understand existing & new business/ project’ needs
Deep dive, analyze & own RCA process for DSATs and error rates across all cases
Owning internal calibration process & QA talent development plans
Contribute and participate in client review presentations for weekly, monthly and quarterly discussions
Contribute to Quality strategy & initiatives at site-level and at program-level
Suggest action plans to refine and improve QC processes
Mediate and resolve any conflicts or issues
Suggest and organize team building activities
Carry out ad hoc tasks relating to the QA function for process excellence / improvements or as assigned by the Quality Manager or client
Offer:
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
