Role Overview:

• The organisation is seeking a dynamic Vice President of Quality Excellence who embodies a commitment to quality in a BPO environment. This pivotal role will focus on enhancing operational performance and delivering exceptional value to clients through innovative quality management strategies.

Why Join the Company?

• In addition to a competitive salary and generous bonus structure, the organisation offers private healthcare, income protection insurance, and a rewarding pension plan. They promote a diverse and inclusive work environment, fostering a culture of collaboration and respect.

Key Responsibilities:

• Quality Strategy Development: Lead the creation and execution of process improvement strategies that align with client priorities and drive value delivery.
• Team Leadership: Build and nurture a high-performing Quality Excellence team, fostering engagement and professional development.
• Client Relationships: Cultivate strong partnerships with internal and external stakeholders to identify improvement opportunities and implement transformation initiatives.
• Performance Management: Develop diagnostic toolkits and best practice solutions to enhance quality assurance delivery while ensuring cost-effectiveness.
• Cultural Leadership: Champion a culture of quality and continuous improvement within the organisation, ensuring independence in Quality Performance reporting.

Key Qualifications:

• Proven experience in a quality-focused leadership role within a BPO setting, demonstrating a deep understanding of quality assurance and process improvement.
• Strong knowledge of quality systems (ISO, COPC) and operational planning.
• Proficiency in quality analysis tools (Minitab, MS-VISIO) and call recording systems.
• Exceptional communication and project management skills, with a strategic and analytical mindset.
• Ability to coach and develop talent while driving team engagement and retention.