Total Quality Management Lead

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