Job description
We're looking for a Quality & Operational Performance Manager to join our team at Bevatel.
Key Responsibilities
Quality Governance & Auditing: Manage and oversee internal quality audit frameworks across Sales, Onboarding, Customer Success, and Support. Ensure strict compliance with internal SOPs, service level agreements (SLAs), and client quality standards across all customer-facing departments. Conduct Root Cause Analysis (RCA) on operational gaps, churn drivers, missed SLAs, and process bottlenecks across the entire customer lifecycle.
KPI Management & Performance Tracking: Own and manage cross-departmental KPI dashboards and team performance trackers. Monitor critical performance metrics (Sales conversion rates, Onboarding time-to-value, CSAT, NPS, First Contact Resolution, SLA adherence, and response times) and report insights directly to executive management.
Establish data-driven benchmarks and performance targets to elevate company-wide execution standards. Continuous Improvement & Leadership: Design and enforce Corrective & Preventive Action (CAPA) plans to systematically resolve recurring operational issues. Lead cross-functional calibration sessions with leaders in Sales, Onboarding, Customer Success, and Support to maintain consistent quality benchmarks.
Mentor and coach team leaders using real-time performance data to foster a results-driven, continuous-improvement culture.
Requirements
Experience: 5+ years of experience in Quality Assurance (QA), operational audit, or performance management (SaaS, BPO, or Contact Center environment required). Domain Expertise: Demonstrated experience building quality/audit frameworks across the entire customer journey (Sales, Onboarding, Customer Success, and Support).
Leadership Skills: Proven ability to drive operational excellence, coach team leaders, and manage cross-departmental alignment. Technical Proficiency: Advanced skills in Excel / Google Sheets, BI dashboards (e.g., Power BI, Tableau), and CRM platforms. Data-Driven Mindset: Strong analytical capability to translate complex operational metrics into actionable business solutions.
Communication: Outstanding verbal and written communication skills with strong executive and stakeholder management abilities.