Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work.We understand the importance of a job in peoples lifes and we want to help them find work t hat feels good. And we'll help them continue to grow as their needs and ambitions change.At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally.We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.Global Sr Operation Manager - BPO Quality - ScreeningAs a Global Sr. Operations Manager, BPO Quality you will develop and implement global quality assurance strategies for the BPO Screening workstream, acting as a recognized expert and collaborative leader for a team of Quality Managers. You will play a pivotal role in driving continuous improvement and ensuring the highest standards of service delivery within the BPO Screening workstream. This includes collaborating with cross-functional teams, leveraging data-driven insights to identify areas for enhancement, and implementing innovative solutions to optimize operational efficiency and customer satisfaction. You will be responsible for defining the strategic direction of quality initiatives, fostering a culture of excellence, and empowering your team to achieve superior performance.Roles and ResponsibilitiesReview quality trends weekly/monthly/quarterly by teams, regions and workstreamUse and adapt a robust Quality framework to identify trends, conduct detailed Root Cause Analysis (RCA) and proactively provide recommendations to modify framework and processes to mitigate future risk and improve operational efficiencyProfessionally and operationally manage a team of global Quality Managers and have oversight of Auditors, to ensure they meet or exceed expectationsResponsible for managing the knowledge and best practice sharing activities across Quality teams within the Screening and across the accountProvide short, medium and long-term strategies that are aligned with business goals for the Screening Quality team, aligning with Senior Leadership to meet assigned KPIs/SLAs and initiativesEstablishing metrics, goals and the expected performance levels of all teams and providing feedback and coaching where appropriateManages action-planning, determined based on data analysing, ensuring QA adherence to committed actions and tracking outcomesPartner with Operational Excellence and Training teams on strategic initiatives and effeciency goalsBasic qualifications:Bachelors Degree in Business Management, or related field or 5-7 + years of equivalent work experience required6+ years of related Quality Assurance, BPO and operational leadership and demonstrated successes within a complex organization3+ years of experience managing professional Quality Assurance teams within a client service roleExperienced with Lean Six Sigma methodologies, green belt certification (or higher) preferredPreferred qualifications:Ability to rely on experience and judgment to plan and accomplish goalsproven ability to balance refining a long-term strategy while ensuring the short-term deliverables are being managed within a fast-paced, multiple-priority environmentdemonstrated ability to advise and influence both internally and externallythought leader and established speakerexperience working in a complex matrix, across multiple geographiesExperience in resolving conflicts and gaining cooperation among peers, staff, and clientExperience in researching complex issues and developing recommended actionsEffective interpersonal and written communication skillsSuperior consulting, leadership, management, interpersonal, and mentoring skillsExcellent Google Suite for business applications skillsIs this the job for you We would love to hear from you! Please apply directly to the role and we will get in touch with you.
